Umart Online Damaged Product during RA Handling

Hey guys.

Recently I have had a few issues with my ACER KG271A monitor, namely being a bright pixel and then it not receiving HDMI output. The first RA was fine. Monitor was gone for a month and I was provided with a refurbished monitor. The refurbished monitor refused to accept HDMI signals from multiple consoles and computers. Initiated a second RA, which was returned stating it was "in display-port mode" as if I didn't know how to switch input modes.

Before I could even test the monitor however, I noticed a scratch on the monitor about 1.5cm long. Apparently policy states the monitor must be shown to me in-store, which was not done so Umart cannot deny that they caused the scratch. On taking it in they reluctantly observed it and said they would send it off for repair, upon which I just nodded as I felt like a bother due to their service.

However upon reflection I am quite unhappy with how it is being dealt with. Should my location of business cause damage to a product, I would provide immediate replacement as that just seems reasonable so the customer isn't inconvenienced at all. However I am expecting to wait upwards of a month to receive a repaired monitor that could just as well have some other fault.

I have since contacted Umart support over my dissatisfaction with their customer service and how they're handling the issue, and the only response received was -

"Thank you for letting us know about this issue and we apologise for the inconvenience caused. I will try to get this problem solved as soon as I can.
I have also already flagged this ticket for further review so that we can improve and ensure the same negative experience doesn't happen again.
You can also send a more detailed explanation of your experience to [email protected] if you have any suggestions on all things, big and small, that we can improve.
I have escalated this to our upper management so they can look into this matter, We're having our investigation with the warranty and Sunshine coast store and will get back to you once we heard a feedback from them. "

To which I responded a credit would be appropriate due to the nature of the incident on which the response provided was -

"I am sorry that we were not able to give you a positive experience.We will get back to you as soon as we heard a feedback from them."

I'm mainly writing to receive outside opinions on the matter, as I am really at a loss of understanding for how this is being handled

Thanks for your time!