Poor service at Incredible Connection in Clearwater mall

On the 30 September I went to purchase the laptop at the store in Clearwater mall, I spend R17 000. The following week I called the shop to ask for the 3 year warranty for the laptop, then I was told that I must call the headoffice, then at the head office they send me the document after 3 days via email, last week I called the shop again because the employer wanted the SPEC, then the lady from the shop (Mbali) told me to call the head office, they will be able to assist me with the Spec, then the headoffice responded immediately saying that spec must be given the sales person from the shop, I called the shop and no one wanted to take responsibility in terms of assisting me, because the guy that was assisting me was on leave, then I had to wait for him to be back. Even in his absence I was communicating with the shop via email, I even send them an example of a SPEC document from my employer. Then yesterday I went to the shop with the aim of exchanging the laptop, I waited for the supervisor ( Mokgadi) for 2 hours, they when she responded she said she can't assist me in terms of returning the laptop because I have already opened the box, then I said kindly take all that I brought and give the money back, then Mokgadi said unfortunately the policy says if you have open the box we going to charge you 15% from the money that you paid already. Then because I was so angry then I left .I'm very much disappointed in the service I got at the Clearwater shop as a customer that paid 17K . It is so disheartening that I wasted my time and didn't get any assistance.. my number is ***