HP not replacing broken Laptop

We took out a contract with Cell C for R499 per month which includes an HP laptop and printer. Got home and the laptop didn't work. It didn't go on at all. We took it back to Cell C and they tested it in the shop and confirmed that it is not working. We were told because of protocols and procedures with the company HP that they could not give us another laptop but that the broken laptop would first have to be sent to HP to check it and then a new laptop would be sent for us from HP. It's been 3 weeks already, still no laptop and Cell C have already deducted the first payment. We have to keep phoning and asking for feedback. We get promises of the Cell C manager calling us back, still no call. We were told a guy from HP would call us. He called once and said he needs to check his emails and that he would call back. Still no call. So basically we are paying for a laptop that we have not received from HP.