Disgusting service

My daughter purchased a brand new Samsung Buds 3 on 13 February. She received it a few days after. The left ear was not charging. We brought it to Incredible Connection Sandton City on 1 March. Miles kept promising he will let us know. No feedback 2 weeks after, tried to call he keeps saying he's waiting for feedback. I came into store on Saturday March again, he said no feedback from supplier, promised to call back on the Monday, no feedback. Called the store, spoke to Frans, he said he will email me back. No feedback. Came into store on 29 March to be told I must pay R1700 for repairs. Firstly the set is brand new. It should be replaced. The supervisor can't get a hold of the manager. No resolution. Standing here and waiting as they can't resolve something as simple. My purchase was via Incredible Connection and not Samsung. Disgusting. You have lost a valued customer!!!