Incredible Connection will sell you damaged goods online and give you a headache when you return them. I do not

I bought a HP Omnibook flip 16" from Incredible Connection Online worth R19999.00 on the 4th of September. Laptop was delivered a couple of days later. I didn't really use the laptop, it was just sitting because I had another laptop. On Sunday 18th of October, I used the laptop for the first time to work, and I was completely shocked to see the touchpad/mousepad sinking in on the one side. 19th of October I called Incredible Connection Mall of Africa, they asked me to come the following day when the technician is there. 20th of October I went to the store, a salesman met me said we can check with the technician for an exchange. The Technician, Tony kept on insisting on a 14 day policy, a supervisor came and said the same thing but the technician assessed the laptop and agreed the mousepad is sinking in. I had to have a back and forth with them until they agreed to log the ticket. He told me it can take up to a month but he will give me feedback. The following week 26th October I called the mall of Africa 3 times with no answer, I then called the number attached on the sms with the ***, it was the head office, I asked for feedback, the lady I spoke to told me feedback takes up to 3 working days so I should be able to get feedback by the end of the day. No feedback was communicated with me on that day. I called back the following day, 27th October, the lady I spoke to told me that the request was logged incorrectly and I was supposed to ask for an exchange, I advised I did but the technician refused and said he would be questioned. The lady advised she logged the request correctly this time. On Wednesday 28th October, the technician tried to get hold of me, so I called back, only for him to ask if I complained. I advised I didn't complain yet, but what right does he have to call and ask if I complained instead of give me feedback, he told me he will give me feedback on Monday which is today because he is waiting for a call back from the supplier but if by Monday they do not call, he will follow up. Monday which is today, I called again to ask for feedback, the technician said he is still waiting, I then got frustrated and asked why I needed to keep following up and being promised feedback but left hanging, technician dropped the call on me. I called the head office, and a lady said she will call me back, she didn't, an hour later, I called and a gentleman answered and I still was not given feedback. I am so frustrated, as this has not only affected my work but has emotionally drained me. I cannot work on my phone. Incredible connection did not run around taking my money for a damaged laptop, but now they are running around needing to either give me another laptop or give me my money back. I do not recommend buying anything at Incredible Connection, they will sell you something that is damaged and give you a headache when you take it up with them. It will cost you way more to buy from them than a more reliable store.