Devise Repair/warranty complaint

I purchased a laptop (HP Envy) via the devise offer through FNB in January 2014. I contacted FNB ON 17 September 2015 requesting assistance for the device/laptop as the casing was loose, as the device was still under warranty. I spoke to Prenal(Device Call Centre) I did advise the agent that the laptop worked perfectly and I only require for the laptop cover/casing to be secured.<br> The agent requested me to send her photos of the laptop showing the loose casing. She advised that once photos was viewed, the Technical Department will advise if the repairs to the laptop will be \within"the warranty or \""out of\"" warranty. I then contacted the agent (Prenal) confirmed that they did receive the photos and viewed them. She further advised that they will arrange to collect the laptop(device) and conduct the repairs. I was of the understanding that the this device damage was \""within\"" warranty and the Service Provider will repair. A week later I received a quote for R8995.00 for laptop repairs . I was advised nothing can be done as the device repair was \""out of \"" warranty. I then received a quote of R568.00 for the device to be dispatched back to me. """