POOR SERVIVCE AND ******

I bought a PlayStation 5 last year at Incredible connection (N! City Cape town) last year cash (R13 000) .I took it to their store as it became faulty more then a month ago .They then told me that the quotation to fix it was R500 even though it had a 1 year guarantee , I agreed to pay the R500 . I spoke to 11 agents including 2 branch managers at this store and their CS department and NO one can help me to advise where this PS5 is , I call their CS department and get promised that i must expect a call but I never do .Their so called 2 branch managers treated me like **** as they didn't expect me to be a colored , when they found out , i have been ignored .I paid for a product which I do not have any use of for more then a month now and NO ONE can tell me what is happening with my query . I am so freaking angry at this people as this is my 12 year old present I bought last year , that's been in tears ever since .Can someone PLEASE assist me ***/ ***