Shocking customer service

I purchased a TV stick less than 6 months ago from the branch in South Coast mall. Recently the device has started acting up and rebooting itself. Also does not respond to the remote. Two weeks back my wife took it into the store and they advised that they need to send it for repairs. I totally disagree with this as the consumer protection app states that if a purchase item is defective or has a factory fault within the first 6 months then the store has the right to assess the unit and then if found faulty replace it. It shouldn't be booked in for repair with a turn around time of 14 to 21 working days for it to get assessed. My wife went in again today to find out what the status is and they could not advise her. They said the service agent has not updated them. Iwas in retail for 14 years and know my way around. This kind of behavior is ridiculous. I'm a very understanding man as I was in their shoes, but if customer service is non existent the customers will stop supporting you. I'd like this to be resolved soonest please.

Repair Ref No: IC-QVWI-***