Incredible connection worst service

Worst service ever! Purchased an ASUS ROG Ally X from them online, product was faulty after using it for 4 Days! Called and was advised to take it back to the store where I was told it would be sent for repairs. 2 weeks gone by not a word of progress update from them. Every time you call they say they’ll call you back and don’t! Phone customer care they tell me contact the store? So I must run after them for money? Makes no sense and this company is a joke will never support them again