Deplorable Customer Service

I bought a harddrive through the online channel on the 10-05-2017. On the 28 of November the hard drive stopped working. So I took it to the cresta store and asked them to check it for me. they advised that they have to send the hard drive back to the supplier and provide me with a new one however, it will come at a cost because I dont have the original packaging and they didnt have a replacment item for me at the same cost. I called the call centre and loggeda complaint as I am not happy with the charge as after 5 months, it's very difficult for anyone to still have the original packaging. The reference for the call I made: 736583. I have called the call centre again after the manager of the store advised that he cant assist me as he doesnt have the hard drive and he cant waive the costs. The agent from the call centre advised that they will escalate the complaint but till date nobody has called me back with a resolution. I am stuck with a broken hard drive that is still under warranty and I cant get a resolution......This is such pathetic service.....Incredible connection should change their name to incredible *******ion!!!!!