Ensure IT Services - Poor support and feedback

I purchased a very nice ASUS work laptop in 2019, from a reputable supplier. 11 months in and for some of other reason, the hinge on the 360 laptop broke. (i did not even use the flip-over function, as it seemed pointless, but still the hinge broke). I returned to the supplier, who advised that the warranty was with Ensure IT Services.

30 November 2020, i made the time to take the laptop to them at their offices in Midrand. The laptop was quickly booked in for assessment, before the expiry of the warranty, which was only a couple days later.

I have now tried everything including calls to them, driving to their offices to get updates and emails, with zero success.

The first issue was that the damage was said to be negligent, which they could not prove, as there is not one single scratch on the laptop, which i always keep in a sleeve, in my laptop bag. i was able to overturn this decision.

Now after more than 2 months, I am still waiting for my laptop to be repaired, with no indication of when this will be done. All I could get from them was that they were waiting for the parts.