Bad service

We took out a laptop contract with Cell C clearwater mall. As we got the laptop we went home to turn on the device just for it to ask me a username and password. In my experiance a new laptop is not suppose to ask me that. I took it back to then and demand them to sort it out and replace it..Its been a week now and i havent got any feedback. Very bad service. Its like they give you a brand new phone with a pin. Be aware before you leave their store to check if the laptop works before going home.