Shocking

I bought a laptop 2 months ago for my girlfriend who works in China and I never switched it on until the day she arrives in SA .I charged it and switched it on ,but it was stuck on Optio set up screen .So I took it to the shop in it's original packaging, the plastic on the screen it was still there.A very helpful expert tries to help ,but he failed and came to a conclusion that the laptop doesn't have an operating system .I thought they would just swop it or exchange it or upgrade it if needs be as I am no longer confident in this brand of a laptop 2.I haven't received an sms that the laptop has been booked in I called the store to follow up and left a message no one phoned me back .My girlfriend hasn't been able to do her work for a week and the way things are looking she'll go back without the laptop .Game return policy and service lead time is terrible imagine having to wait so long for a laptop to be just have an operating system loaded .Very very shocking .This was the last thing I'd ever buy there