Bad service / Repairs

I took out a data contract that included a Laptop last year. Within the guarantee period the laptop failed to switch on, and I took it back to the service provided within the guarantee period. It has been 4 months since then I still do not have a replacement, or concrete answer on what is going on. I am Paying for a contract which I do not have use of and there are additional service charges on the account for usage whilst the card or laptop is not in my possession. The laptop has been in their possession now so long that the guarantee had expired. Is it correct to pay for something you do not have? Is it correct from the service provider not to give clear accurate feedback on what is going on? They are still running around in circles to get answers etc. This is absolutely pathetic service, I will strongly advise people not to make use of their service, as they do not know what is going on themselves. I have logged two complaints on Altech's webpage with no response. It seems that no one there has any idea of customer service.