Disfunctional Asus laptop - Consumer Complaint for INCREDIBLE CONNECTION - HEAD OFFICE

The Asus laptop that was brought in February this year froze many times while my daughter was in class. We took it for repairs twice. The 3rd time we asked for a refund but the staff at The Glen Mall are refusing to refund. Every time the laptop went for repairs it didn't take less than 21 working days. My daughter missed out on classes, assignments, exams. All these count towards her year end mark. She has missed her final year exams because the laptop had to sleep at Incredible Connection for another 21 days before David and Taufiq told me to come fetch the laptop with no explanation. When I brought the laptop to them I was clear I wanted a refund, they didn't say that's not possible. They just told me to go fetch the laptop. I feel this is the most inconsiderate and uncaring thing a store manager can do. I believe this matter could have been handled much better. All this time they kept ignoring my emails and blocking my emails. I had to use a different email address to even get a negative response from them.