I want a refund- no one to call only email

I bought a Mac Book Pro on the 16th of January for just over R32 000 from iStore Eastgate. I had to return it on the 3rd of March as the touch pad was no longer illuminating. They booked it in for diagnostics. It's now the 23rd of March and they had to replace a part on the device and I have yet another 5-7 working days to wait for my laptop. You cannot phone anyone, only email. They ignore your emails and only send you status updates. I want a refund. The device is not even 2 months old and needs parts replaced? For R32 000 I would rather get a Dell where their service is much more efficient and you can actually phone someone to talk to them. Besides that- I am not willing to take the old laptop back because no doubt something else will break just as it is out of warranty.