From bad to worse...to appalling

I decided to purchase a laptop from Firstshop.co.za during their Black Friday deals. I purchased what I thought was a decent deal. This is not my first purchase from them. Previously their service has been perfectly acceptable. Ironically, however, this was the largest purchase I have made from them and by far, the WORST experience (and it's not over yet). To start with, I had to chase them up to track my order. I tried by e-mail, but they never bothered to respond. So I had to call in. Only then did they respond. Then the fun began after I received my laptop with Windows 10 SL on Friday 1 Dec 2017. All looked good. The specs were what I'd purchased. However, the good feelings were short-lived cause I was unable to install MS Office 365 for some reason, neither could I upgrade Windows 10 to the Anniversary Edition. I then spent the better part of my weekend searching blogs and trying to find solutions. Eventually, from 1am to 3am on Sunday morning (3 Dec) I had MS level 1 tech support trying to assist me. They too were flummoxed and had to book a time for me to have their level 2 support assist. This was booked for Monday 4 Dec late afternoon. On Monday, I notified FirstShop (via e-mail - yes, they responded) about the issues I was having. They told me to let me know the outcome of the Microsoft tech meeting. After another 2 hour session, this time with their level 2 Tech guru, we uncovered that the Windows 10 installed on my machine had not been activated!!! No activation, no upgrades or other MS installations. So on the Tues, I let FirstShop know. They put me onto Lenovo Tech Support (PartServe). After an hour with them, they also couldn't resolve the issue. By this stage, I had had enough. I told FirstShop to take back their defective machine (software is a defect) and refund my money. In the interests of time, I'll shorten this part of the pain - I had to accept that defective software apparently doesn't warrant a refund.... !!! I was told this on Tues 12 Dec (yes, a whole week after telling them to take back my machine). I was also told at this time, that the computer would need to be reloaded and that we would only be able to contact PartServe in 2 days time. Guess what? 2 days later (aka today), I have just received a call from PartServe to get my permission to reload the entire computer. EXCUSE ME? Today's the day that I should be hearing that my computer is fixed and they're telling me they're waiting for my permission????? A little by-the-by: if you're dealing with customer service at FirstShop (a technology company), you would also expect that their representatives have at least a basic knowledge of computers. I was told by their representative that MS Windows 10 comes as a 30-day demo???? Really? A demo Operating System??? Office, yes. Windows, NO. I'm disgusted with this purchasing experience. And like I said earlier on, it's not even over yet. I still have to wait and see IF they fix my computer, which after 13 days since it was first delivered, I haven't even been able to use!!!!!!!