Bad service and lack of accountability

I took my Playstation4 for repairs at game stores Southgate branch on the 3rd December 2020. I received a "new one" on 23 January 2021i get home it doesn't want to play. The following day 24th January I took it back. I have not had any correspondence from them. I decided to go there on 21 March 2021 for an update they told me Sony has not responded and a guy who was assisting me with a lady from customer service promised to call me the next day, they never did. So, that Playstation has been with them from December 2020 till this day 06 April 2021. This morning I made two calls the phone rang no one answers. I am livid my child keeps on asking me when is it coming back. The level of service is disappointing. How long does Sony/game take to fix a product? Don't they have turnaround times? I have been patient with the game for a very long time .