Dell computers through takealot

We have received absolutely terrible service from dell. We purchased a laptop from dell, less than a year ago, through takealot. The laptop recently had a hardware malfunction, while under warranty, and covered by the warranty. Dell has been meaning to replace the hardware. For the past 3 days they have rescheduled the time. Not within normal working hours and missed it. Each time they reschedule for an odd time like 8, or 6 or 5 pm, when one would expect to knock off. Poor service.