Service ??? What service

I bought a DJI Ronin RS2 unit from Digital Experience almost 3 weeks ago. I then ordered accessories from the USA (not available in SA).

So.. never used the item for 2 weeks until the items from USA arrived. The Raven eye does not connect. A locking lever on the unit does not lock.

This is shocking for a brand new item.

I took the item back Wednesday week ago and was told that it could take 14 working days (really for a brand new unused item) I called them on Wednesday and was told that they would call me back with a response.... No call back. I called again yesterday and was told that the item has been sent to DJI and they would call me back today. No call back. I called again today and given an excuse that their phones are down. They said that James would call me back. We now wait and see. In terms of CPA, as the item does not work as intended, I now need to be placed in a position where either I receive a working item or a refund.

I never receive any calls back from this store.