Poorest customer care ever :(

I bought an HP laptop from CNA online in 2018, which never worked. Sent in to Ensure Services for repairs 3 times with no improvement. Once warranty lapsed, no one is helping me at all: local CNA store manager avoids me, Ensure Services does not reply to email, phoning CNA customer care yields no results. The laptop has "been sent somewhere". How do I either recover the laptop or get a refund?