Very bad pathetic service

I bought a laptop with cell c eastgate and couldn't switch on due to software problems.I am currently paying for the insurance as well and they are unable to assist.Their repairs centre adviced me to ake battery in and out for it to switch on and didnt work.Unfortunately cannot keep something which is dead all I want from them is a full refund.I called their head office in cancellation and technical departments and couldn't help me until one consultant advice that the store must initiate the refund for me and they are not willing to do so. They consultants are not clues up in terms of their policies and procedures or processes.The laptop was left in store and did advice them I no longer need it because it's dead to me and doesnt serve the purpose I bought it for. I kindly request my full refund that's all and will never refer anyone to them for gadget. The annoying thing about their staff is that they even take advantage of customers especially when you polite with them.