Waiting 1 month for claim to be dealt with

Went in on Sunday 8 November, spoke to Lama from Hollard, gave her copies of the documents for the broken tablet, I was told they were offline and she will call me. Received a call from Lama on Monday to confirm the serial number of the tablet, she said I will receive a call from someone who will collect for repair. I have called Lama 3 times since, and no one has called to collect. It is now festive season where the repair companies will close and I will be left waiting for a repair. This item should be replaced if it cannot be repaired.