Poor service delivery

I bought a laptop from Southgate HiFi Corp. After a month or so I installed windows 10 and started having issues with the laptop. Certain buttons were not responding and such. I take the laptop back the following month since it is still under warranty. They book the laptop for repairs. After a month a receive a call telling me about there is a fee for the repairs. But it was still under warranty. They say that it does not cover software and only covers hardware (Which honestly doesn't make sense) . Then I agree to the fee. I go after a month of that call and still my laptop hasn't been repaired or booked in for repairs. They tell me that I have to pay first and then they take the laptop in for repairs. So I ask what is the payment for and they can't clarify and say it's the hardware costs, but initially the problem was with the software. So I haven't received my laptop in two months even though it's under warranty and they don't seem to know when I will receive this laptop or why I am paying, as if it is out of warranty.