Incredible connection and Tom-Tom

I bought a Tom Tom Spark 3 watch from the Hemingway Mall branch in East-London, on the 02/09/2017 and sent the watch in on the 01/03/2018 for repairs as the heart rate monitor stopped working and the battery life was less than an hour. (Reference nr: IC-TOMT- ********** 1-2438) I contacted the branch on the branch on the 15/03/2018 and was then informed that the technician working with the returns had resigned and that my watch was only dispatched in that week. The store manager Johan promised to keep me updated but after no feedback I contacted the store again on the 28/03/2018 and was then informed that Johan is on leave. My call was then directed to Dorne who promised to have the technician call me back with an updated but also promptly informed me that my watch was only sent in in this month. To date I have not received any feedback or confirmation on timeliness making me doubt if my watch was ever dispatched as stated. This level of service is shocking and totally unprofessional .