Game customer complaint

I bought a drill from Game stores (Ryobi handy drill710w) Always looking after my stuff and putting it back in the box after each use. I had the drill almost a year and while using it i noticed it did not have much turning power and had a burning smell with smoke coming out the back. I decided to take the drill back to game in its box with its slip. The lady at customer service told me they will send the drill for repair i have no problem with that she told me it will take 21 days. After 3 weeks i phone Game pavilion to find out whats happening they tell me they will phone the fixing agent and get back to me. They phone me back saying i can come collect the drill. i go to the shop to get the drill only to see that they found no fault with the drill i told the lady thats weird and ask to test in store. I pulled the trigger and the drill turned but i was able to stop it with my hand from full power to dead still and again the burning smell. The lady says thats not right i say exactly. she phones the fixing agent and they say they will check the drill again and send a loan model and that i should be back in a week. I go back next week and no drill I ask to speak to the manager and no manager available I asked them to get the manager to phone me and still no phone call. I get a phone call from Game to tell me the drill is back and i can come collect. I go into Game and once again the Job Card reads NO Fault Found im super irritated by now cause i know the drill is not right. I ask to speak to the manager and Darryl come to see me I explain to him the hole story and ask to test the drill in front of him and once again able to stop the drill with my hand and the burning smell I ask him what now. His reply to me was that i should take the drill and try it out and if its still a problem which it obviously is complain to the service agents i tell Darryl after all the up and down driving i could of bought a new drill by now and that im not happy. Now here is my question why must i go fight with the fixing agent when i bought the drill from Game. Im the customer and im not getting the service and if the product they sekk is not working hundred percent they should take action. here to from here.