Extremely poor service

I bought a HP Smart Tank printer two-and-a-half months ago from Incredible Connection (IC) Northgate South Africa which gave fault messages to re-install the printer heads right from the start - which I did with temporary relief. It later stopped print in black, and I returned it to IC who send it to Hemmersbach Midrand South Africa for repairs (replacement of black printer head) this is nearly 3 weeks ago - this should be a simple job to do and is taking ages with no end in sight and no communication - not even to IC????