GAMES GATEWAY UMHLANGA A BUNCH OF ****** PLAYING GAMES WITH CUSTOMER MONEY

I bought a R11 000 from Games Gateway Umhlanga on 5 January.I started using it in March.Early April it stopped working.I took it in for assessment which is supposed to take 10-14 working days to find the problem.Its nearly a month and they keep saying they will phone but they never do.Its very frustrating because I need the laptop to teach because I am an online teacher.They told me that the supplier Hp assessed the problem and they are buying parts to repair the fault.THIS IS AGAINST POLICY WHICH STATES I HAVE 3 OPTIONS WHICH ARE REPAIR,EXCHANGE OR GET A REFUND.THEY ARE SUPPOSED TO LET ME KNOW IF IT IS A MANUFACTURERS DEFAULT.THEY HAVE FAILED TO HELP ME AS A CUSTOMER.THE CUSTOMER CARE MANAGER SANELE TOLD ME HE WILL CALL THE SUPPLIER AND LET ME KNOW WHAT THEY SAID THREE DAYS AGO BUT HE HAS NOT CALLED.I HEARD HIM TALKING OVER THE PHONE IN ZULU SOMETHING ABOUT FOOL.IS HE CALLING ME A FOOL?I must feel like a problem BUT IS MY MONEY HERE?They still have not told me if its a manufacturer default HOW CAN THEY REPAIR A BRAND NEW LAPTOP.I DO NOT TRUST THIS LAPTOP OR GAMES HP ANYMORE?