Although you have requested a refund, and since one has not been forthcoming so far, if you have not already done so it may be time to send your Good Guys franchisee a formal letter of complaint using the templates available.
Anything less can become ‘idle chit chat’ in the process of exercising your rights. The content needs to state your rights, salient aspects and claims of the product you purchased, and how it failed and its history, and as you have done already but within ‘the letter’, what you want and by when (as you have done). Write it as if you are a silk in front of a judge.
If you need to go to your Fair Trading agency the difference between having a formal letter of complaint served, and having just asked for a refund, can be huge.
Please keep us posted how you go, and good luck with a timely resolution.
