Poor response to complaint about new Epson printer

I bought an Epson printer from Incredible connection, Nicolway, Bryanston on 3rd December. I and my service agent was unable to connect the fax and finally on 4th January after it continued giving error messages and would not work at all, I returned printer to Incredible Connection at Galleria. They promised to attend to problem and supplier opened on 11th January. The printer is still at Incredible Connection and it has not yet been sent to the supplier for evaluation by 14th January.It Incredibly poor attention to my complaint.