Bad service and poor quality

My partner bought a Michael Kors smart watch from the Michael Kors shop in New York. one year ago. The back plate of the watch has come off. which we have been told by michael kors in the waterfront in cape town that this is a latent defect and they have had numerous watches being retunrned. we have been trying to resolve this situation for months now. the watch is actually made by Fossil. who would have thought? long story short. we handed the watch in at Michael Kors in the waterfront a month ago and still have had no resolution.