DionWired slow to honor a 3 year onsite warranty

I'm having a hard time fro DionWired to honor a 3 year onsite warranty for a notebook purchased on 22 June 2018, The HDD crashed on 24 January 2020. Incredible Service collected the notebook on 3 February 2020, as per DionWired Greenstone Mall instruction. I phoned Incredible Service (Rodney) on Tuesday 11 February 2020, to ascertain when I could expect the return of my Notebook. He told me that he awaiting HDD ordered. An hour thereafter he phoned me and noted that he cannot find my notebook on the system for the warranty. So I asked him why he collected it the week before then? Surely everything was in order then. Now I'm expected to provide certificates, etc. which I don't have since my notebook crashed. I have no idea what to do next, as I need my notebook repaired in order to continue with my studies.