Waiting for a month for laptop to be picked up.

I bought a iLife Zed air Laptop for my son in January. He studies law and needs his laptop everyday due to his work load. It has a warranty. And we were told in store that should something happen the iLife Zed air company is based in Cape Town and they will fetch it at the door. It stopped working beginning of June. He went to the store on the 12th they said he should wait for someone to call him to pick up the laptop. After two weeks they still didn't call. He called back and they said he has to wait for the call. It has been a month and no phone call. He really needs his laptop as he can't do his school work without it. I do not know why is it taking so long to get feed back.