Empty promises

I recently signed up for an upgrade of my data contract and was promised that I get Microsoft Windows package as part of the deal. The product key was however not sent to me nor any details of how to obtain it. I phoned the customer care line and was advised they are unable to assist with this issue and I should get an IT person to assist me with the installation. I explained that an IT person will still need the information which was not included with the delivered goods and was advised they are unable to assist me as this is not a sales issue - which it is because it is a missing component of the goods sold to me. I asked to be transferred to a a manager and was put on hold - after 13 minutes I disconnected the call. I submitted an enquiry via the online portal and received an email that the sales team will contact me within 48 hours. I was then phoned by the sales department as they accidentally sent me two of the same packages and asked not to accept the second package. I agreed not to accept the second package and advised that the Windows key and or instructions were not included in the first package. I was advised that they will get someone to phone me. I now have the laptop for a week and still no Microsoft Windows...