EnsureIT Services bad idea

Worst experience ever, booked my HP laptop for repairs paid the assessment fee and subsequently the quotation for repairs too and sent my proof of payment. They breached their own timeline set for completion which I understood as delays do happen but no updates were given. Enquiring via email I am ignored? Then tried their WhatsApp number which takes forever to reply but when they did I got a totally different update that suggests they still trying to investigate what's wrong with my laptop? I disputed the feedback then decided to call....then was told the engineer is almost done with my unit I should be getting a message to collect the unit shortly? That too never happened....Sent another enquiry via their WhatsApp line 30 min ago again I was told they are still assessing what's wrong with my unit? Disputed the feedback and requested their escalation procedure and was told they will get back to me once the unit is fixed?

At this point I made them aware of my intent to publish my dissatisfaction on this platform and taking screenshots of our interaction then the communication went quite? How can HP entrust their services to such people who won't even share an escalation process with a customer in a service industry?