Laptop GIVEN away, no compensation

First off, I'm typing this report using my phone keypad instead of my laptop thanks to Matrix Warehouse and here's the story...

Approximately just over a year ago (14 March 2022) I brought my laptop into Matrix Southgate because it had trouble charging and switching on without being connected to an outlet. The screen also not displaying even though it was clearly switched on. The unit was in very good physical condition and had never been damaged or dropped. The technician advised that he would need to run a diagnostic report for which I paid R300. Later that day I received a call informing me that on initial inspection they suspect it might be the motherboard but they'd need to investigate further to determine the cost of repairs. I was asked if they should go ahead but I insisted on getting a second opinion and that I would personally come collect my property before the close of business that day. Due to circumstances I was not able to go as intended, so decided to call to inform them that I'd be collecting my laptop the next day. To my dismay, the were shocked at my request because according to them, I had sent a representative to collect the laptop on my behalf, without a receipt or PoP. They had simply given this individual my property without even attempting to verify his story with me.

To cut a long story short, the branch acknowledged fault and referred the matter to head office. This is where the insult to injury really begins. I've communicated with no less than three senior individuals at head office. The first of which had an accusatory tone in his interaction with me. He presented an ultimatum, either I accept a faulty, lower spec, dusty and older unit as a replacement or nothing. Subsequent to viewing the said replacement, I refused receipt of the unit and insisted they provide a full diagnostic report of my unit stating the exact fault and estimated cost of repairs. To this day they have not heeded my request. After declining his offer, I have sent numerous emails requesting adequate compensation and updates on the progress of my case. He's responded twice in 14 months, the last of which stated the matter had been investigated by the police but without conclusion. It should also be stated that the only call I ever received from the police was to give me a case number. They have never interviewed me or asked me questions regarding their investigation. This was last year July.

The second senior individual I spoke with this year end of April and he assured me he'd follow up with his colleague and get back to me. It's been almost a further two months and neither of them have contacted me.

I have the original receipt of my unit along with a receipt for the diagnostic charges. They don't even have a record of the transaction which took place. Matrix Warehouse has appalling customer relations and incident management. Not to mention the classist overtone I've been subjected to, given the location of their branch. They literally gave away my property to a stranger and refuse to compensate fairly for their ineptitude.