Incredible Connection technical support problems.

I bought a new Huawei D15 laptop (cash) at the Incredible Connection brand in Blue Route mall on the 17th January 2021. By the 1st February 2021, the laptop trackpad just stopped working. I took the laptop back and their tech person had a look and did driver updates. Nothing worked and the laptop needed to be booked in.

The staff service at this point was good. Once the laptop was booked in, things changed. No calls to give me an update on the progress when I was told that they will call me to update. This is even after waiting a few days. no updates. I made all the calls to find out the progress of the update. Today it's the 1st of March 2021 and it's been a month since not having this issue resolved. No callbacks to update me on the progress of the refund. The process was explained to me that it needed to first go to Huawei for an assessment, then it needs to come back to the Incredible connection store. From there it needs to go to Mustek before a refund or an exchange can be issued. After finding out about this process, I was then told that the laptop doesn't need to go to Mustek anymore for me to get a refund. Which in my mind means the process should go faster. This didn't happen.

I would appreciate it that my refund gets escalated and dealt with this week. I will say this. Service comes across really well as they seem to want to help, but it doesn't show honestly. If a customer asks whether something like this can be escalated and you agree to have this done only to hear the next day that it was not escalated because he needed to be reminded of the situation and that's why it couldn't be escalated? That doesn't make any sense to me. This is by management by the way and not floor staff. What does that say? No reason why it couldn't be escalated either. I would appreciate it that this gets handle asap so that I can stop wasting all my money on calling this store back.

I'm, not one to complain a lot but my god has this been the worse experience.