Horrible service from Asus

Hi . I am deeply disappointed in the service that I have received from Asus South Africa. We bought a laptop via the website. They sent the incorrect item. We emailed and waited and waited. Eventually they told us to keep the laptop. That's when my son switched it on and an error message immediately appeared. Then again we start the process of contacting them..Eventually after more than a week they told us they will collect the laptop and first have to check it out before they refund us. Now I know the thing is faulty. So is this a delay tactic? Everyone I spoke to is telling me Asus is a reputable company. Then why is there only 1 person who answers the phones, what's apps and emails. How am I going to get any assistance in sorting this matter out if I can only chat to 1 person. I paid alot of money for something that's just lying here that I can't even use. Is there anyone from Asus that can assist me in getting this matter sorted please.

Thanks Naeema