Poor service

On 27 June 2024, I ordered an Ellies 12 way ,high surge protection plug from Makro. I received it within 2 days. Early August, we found that the plug was not working. On 13 August, I sent an email to their customer care. No response. They eventually called me, but only after I made a physical visit to Makro Centurion on 16 August. They will send it for repairs. I collected it today and was told that the plug will not be repaired. The reason was "customer negligence' . I fail to understand how I was negligent, as the plug was plugged in since I received it and it was only removed when we found that it was not working. The lady at the returns department was not very interested in explaining further. There were no lighting or loadshedding in order fir the item to be damaged.The item has an R30 000 warranty, whatever that means. I'm very disgusted that I am to lose over R400 through no fault of my own. Surely Makro ir whoever they sent it, could have replaced a fairly new item