Fnb worst sevice

We purchased a laptop before Christmas which was a gift however whilst using the laptop the battery kept dying within an hour when reporting this to fnb they sent through some guys to fetch the laptop this was around the 11th of Jan 2016. We are still awaiting feedback. We called fnb guru line a waste of time the guys states we have to contact platinum warranty in order to check up on the device it's going 2 weeks with no device and no one calls you to tell you what's happening with it. This is the worst service ever. Fnb being such a big division should seriously work on their customer care and communication skills. We as customers expect to be treated with respect it's not like this device is been given to us at no cost we are paying for it and therefore demand the service we should be getting. I expect a call with regards to my laptop