Travel Computer Trolly Bag

I purchased a Port Travel Laptop bag from Incredible Connection in Menlyn a while ago. The bag's price was over R1000.00. The sales representative informed me when I purchased the bag that it has a LIFETIME GUARANTEE not WARENTEE, BUT GUARANTEE on my confirming question in this regard. He stated that should anything go wrong with the bag, except abusive use by the owner, the bag would be replaced unconditionally. Based on this benefit I purchased the bag. Over time the inner seams of the one pouch came lose, The one side of the main zip sticks and will not move. The one wheel comes off regularly. The seam of the outer pouch is pulling lose. The stitching of the carrying handle is pulled lose on the one side. The Pulling extension handle jams when extended and has to be forced back into the retracted position at times. I contacted the Menlyn on Maine branch and discussed the issue with the manager Renier. He requested that I bring the bag in for his inspection. When I he was not on duty. None of the shop assistants could help me. I was given the contact details of the regional manager Matthew Marx. I contacted him and we sent numerous E-Mails back and forth. In the one E-Mail I included photos of the damage. after this I was informed that I must take the bag back to the store. I did so and I was handed an acceptance letter acknowledging receipt of the bag. On further inquiry with Matthew I was informed that the bag cannot be found anywhere in the stock. Now I wish to know: 1) Why did I have to follow up on my complaint. 2) Why was I informed that the bag has a Lifetime Guarantee if they do not fulfill this commitment? 3) Why is it taking more than a year to resolve this issue. 4) Why was I not issued with a proper receipt for the item handed in for inspection/repairs? 5) Why have senior management not been involved in this complaint?

There was no issue with my payment why must I struggle with a product of inferior quality. This is one computer dealer that I will never recommend for service.