Service Provider do not want to replace laptop

I have purchased a laptop from EVETECH (Pty) Ltd-Centurion, Tuesday, March 2, 2021. The laptop is faulty and reported it to them last week, but they do not want to replace the laptop. They referred me to another vendor (Pinnacle-Midrand) to fix it, but they too are not contacting me to get the laptop fixed. My son uses the laptop daily for college. He has classes online, and he is also not able to do his projects and assignments. One assignment/project is due Friday 21st of May 2021. He is currently not able to do his assignment.