Terrible After Sales Service

Terrible after-sales service. Bought a Bowers and Wilkens Zeppelin on 2 October 2023. Works for all of 1 week and then no sound output. After dropping it off for assessment which went on for 2 weeks not once did they update on progress.

Then they find the fault and have to replace the component and at this time I have lost my patience and require a refund. Do they not say they will be charging me a 15% handling fee? Why am I being charged for the defective device that they supp****? Did I mention that this is ******* according to the law? They simply do not care. Also, why is the refund taking 7 - 14 days to process?