Bad service - De*****ing customer

Incredible connection Florida has no service at all. A laptop was purchased and returned for maintenance. It's been months now since we've been returned stating that device is not ready. The store experienced a ******* that resulted to device being ****** as well, now the store can't replace it with a similar one instead wants to devalue us with a cheaper and low grade device. How can a customer open a case for a store *******? I mean this is utter nonsense and creating problems unnecessary for a student that is in need for that device.