Very Poor service

I bought two Lenovo 2 in 1 laptops at computer mania at Mall of Africa in December 2022 for my kids. In August 2023, one of the laptops, one of the hinges failed leading to screen damage. I took to them as I beleived warranty should cover the damage. The laptop was taken in by Edwin and his Manager including the touch screen pen. The manager made a commitment that he will try his best to ensure the warranty will cover the damage and he promised to come back to me on the feedback within 1 week to 3 weeks. 3 weeks elapsed without them contacting me. Then I called the store on the progress and they referred me to the person responsible for warranty who is Steph****. Steph**** called within a day or two after calling the store that Lenovo does not cover such damage. I wonder why they took so long to give me that feedback and I still believe the damage should be covered under warranty as this is not a reckless damage but I believe the device hinge was faulty. I went to collect the device on the 27th of August at Mall of Africa, and the pen was not with the device, which I asked about the whereabout. Edwin is the one who collected the device and is the same person who gave me back the device and he admitted that the pen was with the device when I gave him. He promised he will try to find it and he promised he will call back with the feedback the following day. He did not call and every time I tried calling the store no one picks the phone. I had to call Steph**** to follow up on the pen and he also promised to give me feedback which he failed to so. I had to call him today (29/08/2023) to find out and his customer's skills are also bad. At least he later came back to say, they will send the pen to the nearest store to me. I am not sure if they will do so, as I have completely lost trust if they will deliver on their promise. Very dissatisfied, disappointed with their service. My child is currently istruggling at school without her laptop. Both Computer mania and Lenovo have dissapointed me with their service.