bad service

Recently bought an explora,the consultant didn't inform me that the offer given didn't include installation upon picking up the mistake I called the call Centre which kept giving me reference numbers saying I will be called back to fix the problem...to date no one has called me,the explora is just sitting and not working...am at a point where I even want to cancel my contract it's been 2 frustrating weeks...does one have to complain before being assisted?