Brand new laptop does not work - Consumer Complaint for INCREDIBLE CONNECTION - HEAD OFFICE

I purchased a new laptop for R18999 on Monday via the online store. It was delivered on Tuesday and when I tried to switch it on the screen did not work and as such I was unable to use the laptop. I called on Tuesday asking for help, and again on Wednesday morning. I was then told to go to a branch which I did. The branch was unable to provide a replacement as the model is online only. The store called head office who then advised that the faulty unit would be collected and replacement provided. Head office then called me and advised that this was not the case. I then asked that someone senior contact me- this was just before 1pm yesterday. After not hearing a thing, I called again this morning at 8am and although the call centre agent was lovely, it is now after 1pm on Thursday and I still not heard anything. I have paid for a working product, which I have not received and no one seems willing to assist me as no one has bothered to make contact with me.