Please help me

I received a laptop that was ordered through FNB smart devices on Friday.

The graphics card is faulty, I have spent hours online with both Nvidia and Asus support and they both say the same thing, the unit is faulty.

I can understand that this happens, I reported it on Monday morning to an agent who advised that someone will be in contact with me and that he was going to escalate it as an out of box failure. This was on Monday morning.

Understandably, yesterday was a public holiday but this morning I called through and was advised by the agent that he would contact the people who were supposed to call me and will let me know by 12. At 2:30 I called back as I had not heard anything and he said he would escalate it to his manager and cc me into an email, this has not happened.

I got this laptop because my current one is no longer a workable option, the initial 3 day delivery time was great however the expected time now is 7-14 working days FROM COLLECTION, which I don't know when it will be.

Ultimately I need a laptop, this laptop is faulty and is less than a week old so it needs to be replaced. I dont want to return it or get a different one, I just want the one I ordered, in working condition.

Having worked in a retail IT store, this delaying is all too fami****, delay the person until the cooling off period has ended and then they are stuck with the machine, I worry that this is now happening to me. I cannot fathom paying for the next 24 months for a laptop that I received in non working order and ultimately no better than the machine it is intended to replace.

Please can someone help me with this, I am not one to complain but I really and truly need someone to step up and assist