blatant lack of urgency

On the 4/10/15 I purchased a Prolone notebook laptop from Game stores Galleria Mall. Then when it started giving me strange issues I handied it in at Game on 22/12/15 I was advised to enquire on its status by the 20/01/16 of which I did and was told it was still at repairs at Pinnacle. After which o began calling to get the status of the laptop to no definitive answer. I'm self employed & this laptop is a big part of my trade. When I went in today to request a refund as per Game stores 21 day refund policy I was told that \whoever"assisted me on the date I handed in the laptop \""would've\"" advised me of a certain festive season lapse time for repairs which means my 21 days isn't done yet. It sad when people put on a department that deals with people that have such a lack of empathy"