Incredible Connection ...is an Incredible failure in customer service

I purchased a HP laptop 15.6 PC 15- ef2000.in February 23. July the file explorer did not display the drives I contacted Microsoft they logged online and assisted but it was not software. I then contact Hp support they also remotely assisted but it was not again software I returned the laptop to Incredible Connection with all the relevant documents and original packaging That was 20 September 23 I was incorrectly told at store it would take 2 weeks I was prepared to wait It is now 11 October 23 despite the branch manager desperately trying to trace the laptop at Ensure It and via the internal Incredible Connection system. Nobody can give feedback as to what is the cuase of the USB port not working. They at Ensure It only want to factory reset the software..I cannot accept that solution I want both USB ports working... Incredible Connection is failing me as their customer...they should by now have had a direct line of communication regarding either the date when I will receive back my laptop or give me a refund or replacement of the same. Please anyone out there think twice before purchasing a laptop from IncredibleConnection