False promises made by Prime Partners London Group representative

After my initial complaint, Prime Partners London Group contacted me to troubleshoot the gaming console. We tried several solutions over the phone, but none fixed the issue. I'm still waiting for a replacement or refund.

Dear customer, I am reaching out regarding your recent complaint about our repair service. First and foremost, I want to extend my sincere apologies for the frustration this situation has caused you. As the Senior Customer Representative at Prime Partners London Group, I have personally reviewed your case and have spoken with the team members involved. There appears to have been a miscommunication regarding our service guarantees, and I take full responsibility for this oversight. I have taken the following immediate actions: 1. Processed a refund of $339.21 to your original payment method 2. Added a $339.21 service credit to your account for future use 3. Implemented additional training for our staff based on your feedback Your case has been assigned reference number REF-32CFBA8A for any future correspondence. Please allow 3-5 business days for the refund to appear in your account. Thank you for giving us the opportunity to address this matter. Your feedback helps us improve. Sincerely, William Thompson Senior Customer Representative Prime Partners London Group