Scratched Laptop After Sending It In For Repairs

Where do I even start? I would've given a zero rating if possible. I bought a laptop during Black Friday on the 26th of November 2020. I couldn't find a better price for the laptop anywhere else, but I regret it now not paying more at another retailer. The service you receive at Incredible connection is a disgrace. My laptop recently had issues where it would just discharge when switched off and if the battery completely drained, it would give a CMOS reset error on startup even when plugged into the charger. I decided to book the laptop in on the 19th of February 2022, since I signed up for the three year warranty when I purchased the laptop. On Monday the 7th of March 2022 I received a call that my laptop was ready for collection and I was happy that I could finally start using it again. When I collected the laptop I asked the person at the IT Help Desk if there were any scratches and the person rep**** that there weren't any. I also asked the person if the repair center resolved the issue and rep**** that the repair center did software updates. I decided to switch the laptop on at the IT Help Desk and when I flipped the laptop I could see a very noticeable scratch at the back where the fans are. I showed the person the scratch and they said that they will phone for collection but I need to take the laptop with me for now. I asked the person what the repair center was going to do about the scratch and they just said they don't know. What kind of response is that? The repair center made the scratch and they are responsible for it. On Friday, the 11th of March 2022 the person phoned me and said it will be collected on that day and I should bring it in. Today, 15th of March 2022 I went to the shop and asked if the person has heard anything regarding the scratch to which she rep**** that the laptop has not been collected yet. Why waste my time then, telling me that the courier would collect it on Friday?? I had to drive home, collect it and took it to the shop as it would have been collected within an hour. I will never ever in my life buy from Incredible Connection and refer people to them. I have bought many electronic goods from Incredible Connection and this is how they treat their customers. Disgusting!!! I have bought from many other retailers and never had this kind of issue. How do you even scratch a laptop with a software update? How is that even possible? If they opened it up I would have understood how it could have happened. But a software update? I can't even grasp the fact. Now the laptop is apparently being collected today, the 15th of March 2022. I have no idea how the repair center is going to fix that scratch, as I didn't pay R12 999 for a laptop to be scratched by an untrained technician. And apparently it is Incredible Connection's own repair center, I doubt that. Seems to me Incredible Connection only use untrained technicians. I asked the person at the IT Help Desk if there isn't another person I could speak to, to which the person rep**** I could speak to the manager, but apparently she will tell me the same thing. Incredible Connection is a complete joke! They should really not be in business anymore! Just look at what happened to Dion Wired. I guess Incredible Connection is next in line. I have never ever I had such a bad experience with a retailer before! They should really change their name to Incredible *******ion! So Incredible Connection (I mean *******ion actually), what are you going to do about that scratch?? I should have really paid more for this laptop, this service is ridiculous. I regret every moment, I guess if you see a special at Incredible *******ion, it really is just a ****. You won't be getting my hard earned cash ever again.