Horrible customer service

Requested for laptop to be collected as it is faulty. I have been waiting from August 2015. Every time I call the call centre they tell me I must wait 48 hours. I'm really feed up with this. I just made a call now at 16:48 on the 13/01/2016 and the consultant drop the call while I was still speaking. I need my laptop to be collected for repairs. This is the worse service I have ever received. I'm paying this contract but the laptop is broken.