65 days of empty promises

On the 23 December 2016, we bought a 65" JVC smart television from the Incredible Connection store from Mall of the South. We went to buy 65" Hi-sense TV that was on special and when we got there the stock was sold out and the extremely good sales person sold us a JVC smart TV. We were happy to believe him and needed to fill a custom-built wall unit before our visitors started arriving for Christmas the next day. All went well for 10 months and then lo and behold the highly recommended tv just shut down, for no apparent reason. We contacted the store and they confirmed it was still within warranty and we can bring it in and they will see if it can be repaired or replaced. After 2 weeks of waiting, no feedback, I had to call them and was informed that the unit had not left the store. After getting hold of the manager who is a great guy, Velli, he promised to investigate and revert before COB same day. And guess what he did, albeit with bad news. The unit was discontinued and he could not replace it. We asked for a similar unit in other brands as long as it was 65" for our custom-built wall unit even if we had to pay few thousand rand over what we originally paid and he could not help us and seems he was not mandated to make a decision by himself and his boss did not take calls on Friday after 3pm. Excellent service, why don't you just close the stores at 3pm, then your managers won't be unnecessarily harassed. We have been to the store on 3 occasions all to no avail because there was no positive feedback. This was not just an unnecessary cost but also a great inconvenience as we both had to stop what we were doing and go to the store. Further to that, I have made numerous calls to the store. This is the last straw, finally we were told, we must collect a refund of R10 000 and although we swiped our debit cards for this amount, they are unable to pay us cash but will transfer into a credit card and it will take 7-10 working days to reflect. So not only do you want to short-change, inconvenience and treat us like trash but you also want us to now wait for our money. I find this completely unacceptable and will require a replacement 65" smart tv before the month is over. And if you want to refund us then I want the actual cash value of the 65" JVC and not the sale price and I want the money refunded to me in cash or an eft that will be available immediately. This has been going on for almost 2 months. Enough is enough. Maybe they should change their name to "incredible poor connections"!!!