Game - Laptop Repairs

A chronologically advanced friend of mine recently bought an Acer laptop at Game, N1 City. After about 6 months it stopped working, to the point that it would not even switch on. It was (and still is) under warranty so she took it in to be repaired and was informed that this would take 20 days. 20 days later she returned to the store and found her laptop still lying around and not yet sent off to the supplier for repairs.

She has since gone back a few times and the last time she was told that it was sent to the replier, repaired and it has come back. When she tried to switch it on (in the store) it was still dead. It is now two months later and she is at her wit's end. Every visit to the store elicits another excuse of explanation - we cannot get hold of the supplier, the supplier doesn't answer the phone, the supplier has not responded to e-mail, etc. How is this possible - is this the N1 City "standard" or does it happen across Game stores?