Watch Repair 4 Months and still waiting

I have sent in a Samsung gear for a back cover replacement and a replacement battery on the 22/02/2022 since then the heart rate has not worked it has now been at the store for close to 4 months with no feedback. I have contacted the store management who states it is a factory fault and the will need to replace the watch to which my R 2910 that I paid in for repair will go as a credit. I am still waiting for the store to notify me when this will be resolved. I have contacted Samsung directly and this is their response " You will need to go to the store where the watch was booked in for repairs, we cannot access the details on our side."