Norauto - Failure to replace a faulty vehicle ice system

We purchased a car radio/bluetooth system from Norauto for on the 20th of February 2019.

I contacted Norauto on the 28th of February as the unit was faulty - due to a language issue, I was asked to call back - I did on the 8th of March and again no one spoke English, I apologised for my lack of Portuguese (I must do better !!) and said I would visit.

We visited the store on the 23rd and they made an appointment for the 10th of April as only one person can check electronics and he was away for two weeks. This appointment they later contacted to change to the 12th of April 2019.

We visited the store in Albufeira today (the 12th of April) - they confirmed the unit was faulty, but were reluctant to do anything about it as the radio part worked. I told them this was unacceptable as the phone and Bluetooth is what we purchased it for, we had a perfectly good working radio that we paid them to remove.

After they got various staff to discusses it, they reluctantly offered to send it away to be repaired but could not state how long it would take to return.

I asked them to exchange it now and fit a replacement, they refused.
I asked they fit a different model and we would pay any difference, they refused.
I asked they fit a temporary unit whilst this one was repaired, they refused.

They have no returns policy or I have not been issued one, so due to my poor language skills it was very difficult to understand why they were so disinterested in the faulty product. The English speaking sales person was very helpful and apologised that Norauto’s policy is not to exchange anything, even when faulty or issue a refund.

I can only assume this is a language issue and I am misunderstanding, but I do not see why a 2 week old (when first reported) item should not be exchanged for a working item?

Norauto kindly replaced the head unit with a new one today (25-04-2019).

With fuel and tolls, this cost me in excess of 40 euros to resolve, ignoring the time over 3 visits to the shop.

I should not have to have this level of aggravation and needing to complain, to get a brand new faulty product exchanged.

The service was excellent today, and it is sad I cannot offer a glowing recommendation for all to use Norauto, sometimes its how you resolve a problem that makes you a top class retailer or supplier – Norauto fell well below my level of acceptability and in some ways I count myself lucky they bothered this time – will I use again? ..... never!!