credit not given

i purchased a media box a few months back, it worked for a while and then gave issues. it would change the channels on my tv, the cursor would stuck and then be very difficult to move, once i get the cursor where it should be it wouldnt select the program i want. the whole screen would freeze and i would need to reboot. i took it back to Ottery and they sent it in, i spoke to Kim and told her that i dont want the unit back, i want a credit because i would rather buy a smart tv than to struggle with that thing. the unit came back and Kim told me should would follow up on the credit and call me ...i waited two weeks for the call and even went in to the store and she wasnt there, they wrote a message in the book for her to contact me, she never did. Yesterday i called and spoke to her, she said that the feedback was that there is nothing wrong with the unit but the remote was replaced so i cant have a credit. i told her that firstly, if there is nothing wrong with the unit then why is the remote being replaced....the remote is part of the unit, without it the unit doesnt work. i told her i am not happy with this and i want to speak to the manager and she said the manager will only be back next week. While Kim was helpful at the time and friendly, she never followed up with me until i eventually got hold of her myself.

In the interim, while waiting on the feedback of the unit we purchased a smart tv that was on promotion ...AT MAKRO... we have spent quite alot of money at Makro on big items and would like to have a credit to buy another item At Makro again....the media box did not work for its intended purpose so i dont see why we should now be stuck with it even if it is a replacement, only to find that down the line it gives problems again. We also have no need for it now that we purchased the smart tv which we would not have bought had it not been for the issues we had with the media box and didnt want to take the risk again and struggle with these media boxes again.

if someone could assist with resolving this issue it would be appreciated.