Broken router

Good day

I bought a wifi router at incredible connection on the 13/07/2020. I've been struggling to connect to the internet. Decided to take it back to incredible connection in vaalmal. The technician Mongesi M****o refused to assist saying that they don't cover physical damage. Asked for assistance from the manager but he also refused to assist telling me that they don't cover physical damage. But they can try fix it at a fee of R450 which is non refundable should the damage be physical. Attached are pictures of the router. With no physical damage. Please assist.

Boitumelo Masangane *** ***