What ever happened to Customer Service and Quality

My boyfriend bought a Klipsch R-12SIN subwoofer, on sale, however, it still cost R6,490 on the 7th of April 2018. Off we went home, all excited as we have a great surround sound set up and wow, the quality was excellent. Two weeks later, on the 20th of April, we were watching a movie as we usually do at night and this terrible noise started coming out of this subwoofer and terrible vibrations. So we pack it up into it's box and contact the sales person, who assisted us at Menlyn Mall, who advised us, we could take to East Rand mall, as it was closer to us.

We arrive and they advise us, that they would have to send it away, to have it tested, and once it's confirmed if we did something to the subwoofer, they would advise us, if we need to pay or if they would fix it free of charge. They advised us, all 3 of us that were in the store together, that it would take 7 to 14 days for them to contact us and advise what the problem is and the way forward. We did request that they speed up the process, as the long weekend was approaching and we wanted our surround system up and running, because it was a long weekend and we had movies to watch. They advised they would try but they couldn't guarantee anything. After 7 days, I contacted them and they advised that they were short on engineers and that our subwoofer had not been looked at as yet and due to the strike taking place, no one was at work. I gave them 13 days and phoned them again, and yet again, they advised that the subwoofer had not been looked at yet and they would contact us when they know it's been fixed.

That is a problem, firstly, they are out of their timeline, number 1, secondly, they advised us, they would tell us what the problem was before anything gets done, as I would prefer a brand new item, as we only had it for 2 weeks, why was it broken, is the quality that bad? When you spend that amount of money on something, you expect it to be quality and not break within 2 weeks. I am not happy with the service I have received, I'm not happy that a "quality" product like Klipsch should break after 2 weeks. It costs me time and money to phone and follow up, not once have they phoned us first, I always have to engage them and when their not available, I get told the person will return my call and they don't. This is pathetic service and a disgrace to say the least, what ever happened to Customer Service?