Refusal to replace/ refund factory defaulted laptop

Dear Matrix Warehouse Customer Service, I am writing to formally lodge a complaint regarding a laptop I purchased online from Matrix Warehouse on 17/05/25, order number #250386. The laptop functioned well for the first few months, but then a gray discoloration began to appear on the right side of the screen. At first, it would come and go, but it eventually became permanent, turning into a black patch. This is clearly a factory defect and not the result of any physical damage. I escalated the issue with your store and was disappointed when I was informed that I had “damaged” the laptop and would have to pay for repairs. I strongly contest this claim, as there is no evidence of physical damage. In fact, I took clear photographs of the device before returning it, which prove that the screen issue developed without any mishandling on my part. Despite this, I was met with resistance by a staff member named Barend, who insisted on blaming me rather than honoring the warranty. This is unacceptable and appears to be an attempt to avoid replacing or refunding the defective product. If I do not receive a fair and satisfactory resolution—either a replacement or a refund—I will have no choice but to escalate the matter to the Consumer Protection Act (CPA), the National Consumer Commission (NCC), and, if necessary, media platforms such as X Repo on Moja Love. As it stands, I am unable to complete my schoolwork or pursue my music production projects because I have been left without a functional laptop, effectively being held hostage by this dispute. I request urgent intervention and a proper resolution to this matter. Please treat this complaint with the seriousness it deserves. Sincerely,