Bad after sales service

I went to Incredible connection at the Tygervalley mall and bought a brand new Hp laptop for R20k on the 30 Aug 2019 , added extra warranty plus in Insurance. On the 27 Dec 2020 laptop was dead. Took it back and requested to claim from insurance. mid Feb 2020 they called me to come collect my laptop. It looks like i bought it in 2009. Body scratched , small parts are falling off. I am still waiting on them to give me a new product.