Unhappy customer,and a very disappointed one

I sent the following email to game customer care about my faulty laptop,still no reply.

As I was advised to go to the store with my complaint,I then went to the store on the 02.05.2020 as I couldn't go earlier because of lockdown,the lady who assisted me said that department is still closed and that I must come back again,so I decided to go back again today as the President announced that retail stores are open,now today I am told that the place is still closed that they must send the laptop to,so the lady asked to see the laptop and I showed it to her,she told me that they won't be able to take it back because apparently I did the damage,in her words"You closed the laptop while there was a pen on it,that's why its like that."I am not sure if I am being called stupid or what because the lady didn't even ask me what happened to the laptop,she just assumed that what she said is what happened,and for me to go back and forth while using money that I don't even have to go to the store and not to be assisted is just something else,what frastrates me the most is that I am not even given green light as to when is this place for repairs is going to open or what to do from here on.The lady just told me about the money that I'm going to need to pay when repairing the laptop and that I don't even understand because this I did not know when I was purchasing the laptop,and I can not understand what is the point of purchasing a laptop for almost R5000 and at the end of the day I won't be assisted when it is faulty and to top it all,the thing is still under warranty,I am so disappointed in the service that I have received at your Game store and I spent a lot of money for me to be treated like this,I urge you to please sort this matter out.