POOR SERVICE COMPLAINT

Hi, my friend got a laptop laptop in October from homechoice and the laptop just stopped working on the 24th of November, she contacted homechoise and was told that they will send someone to collect it for diagnosis in 48 hours. It'd the 14th of November and the laptop has not been collected yet even though she called them 1000 times and sent them emails. She depends on that laptop for work and this is really affecting her and she keeps getting the same response that it will be collected in 48 hours. She called yesterday and got told that the collection department has closed and they will only be able to collect the laptop sometime in January... This is TOTALLY UNACCEPTABLE a she depends on that laptop. Is there anything we can do to assist her?

Hellopeter, please help!