angry customer

i bought my laptop at everton mall in January and in February my laptop got a crack not sure how,because i just closed it then the following morning it had the crack and in early April i took it to the store to be fixed and i was told il be charge for it as its a physical damaged and week later after it was left at the store to be booked in for repairs,i went back to the store and i was told its not yet collected....no phone call no nothing to say wants wrong with the laptop....for the whole of April and my mom went to the store on the 02/05/2015 to get any progress and she was told its not yet back.. then on the 05/2015 my sister went to the store to sort out my mothers account at the store and she happen to ask about the laptop then she was told it came back 3days ago then was told the repairs center said they cant fix it and will have to buy a new laptop...what ****es me no one bothered to contact me and no papers from repairs to say why they cant fix it...its only 4months old and insurance is being paid,so can i please get some assistance with this query