Pathetic Customer Service

I bought a laptop on 30.01.21 for my son's online schooling, in less than a month it stopped charging. I took it back to Game on 27.02.21 and they booked it in for assessment. I called 2weeks later because I didn't hear from them and they were very quick to tell me about the 21day period. I called back last week which is more than even 21 working days and couldn't get through to customer care 3 times. I then called back and asked for a manager she said she would get someone to call me after me telling her the whole story. The lady calls after 15mins I tell her the issue she says she will follow up and call back, she calls back to say that there was no spares but it should be sorted soon. I ask her why wasn't this feedback provided to me in the 21 days as per the "guaranteed promise" on the document and she said she doesn't know. I asked when I would get the laptop she said she doesn't know but she'll call me back after I told her that I've had to loan a laptop for my child to continue with schooling. That was last Thursday I'm still waiting. Then on the same day I call the Game call centre and tell them the same thing, the lady says she'll call me back in 10mins, it's Tuesday now and I'm still waiting. I called again this morning they asking me for the email address I used when i logged the complaint, the woman didn't even ask for my email address now I have to give all the info again and he says someone will call me from the other department once he drops the call. It's way past the end of the day now and that was this morning still nothing. The receipt clearly says if I don't get my repair in the 21days, I am entitled to a refund or replacement. Where is my refund or replacement? I've spent R120 on airtime back and forth trying to get a resolution.