Not so Incredible Connection

I have taken my 5 month old printer, which just ceased to work, back to Canal Walk Incredible Connection for repair. Whilst I understand these thing take time, and one joins a waiting queue, my complaint is aimed more at the bad attitude and lack of service I have received from the staff at the store. I have phoned on numerous occasions to find out the status of my repair (as I urgently need this printer for my work, and they do not offer any replacement machine), only to be fobbed of, or told that someone will phone me back. Not once have I had a call back, despite having phoned over 5 times. I eventually went into the store hoping this might illicit a little more of response, but was only to be told that the person in charge of repairs would definitely be in touch. That was friday last week, I am still holding my breath for a call!! Help. Am i entitled to ask for a refund, as I just want to get a working printer (from another store!!) so that I can function in my work capacity.