Poor service

Poor service from Incredible Connection, they cannot keep their own policy. I logged a projector complaint at the Kimberley branch on 08/11/2023 under warranty. The next day I received a sms with complaint nr IC-BLAU-***. From their I did not got any communication from them. On 11/12/2023 I phone them to follow up. According to the manager Cindy, the supplier who repair the product is waiting for spares. On 13/12/2023 the tech fromthe store phoned me and said they are not going to repair the product and the manager will phone me. No phone call, just a email requesting my banking details for a refund. I do not want a refund, I want the product or similar product with the same specs as INCREDIBLE CONNECTION CLAIM IN THEIR POLICY IF A PRODUCT IS NOT REPAIRED IN 21 DAYS. I did phone customer care/call center and after a call of 32 minutes , Ivet, told me she cannot assist and I must call the branch. So I did phone the manager again and asked to speak to the area manager. He did phone me the next day, but even he cannot help and know their own policy. I cannot buy a projector with the same specs for that money a year later, everything went up as you know. I want the product with the same specs. I am working for a company that is the biggest in its trade is SA and are buying a lot from IC. I will advise the company to stop buying from IC, my area will certainly not buy again from IC, I will not approve it. I am looking forward to see your response, because I see you do not reply on any comments on Hello Peter.