Unprofessional

I called the HP customer care support number and spoke to Tracey. I explained my issue about me purchasing an HP laptop on contract from Telkom and that the device has a technical fault which i cannot resolve my own. I am paying for something i cannot use. After explaining this, she responds to me saying \hmm\". I had to ask her to advise me as to what needs to be done she just gave me a number and said call them. When i asked her why cant they assist me she responds \"I dont know\". This is beyond unprofessional and unacceptable! People should not be allocated customer care duties when they lack basic ethics such as how to respond in a proper manner"