disgusting awful lazy staff and service

Terrible and utter disgusting service. article cod: ***3, HP IS17. CNDO1064ICT. We took my laptop into Fourways on 23rd December. We inquired in store with incredible connection Fourways regarding repair of Laptop purchased ID & Affidavit for form and send to insurer then bring back laptop. through Incredible connection. they gave my husband a form advise to attached my husband dropped my Hp Laptop off at Incredible Connections Fourways mall for repairs. Insurer explained that since laptop is insure through incredible connection, a quotation is required by insurer in order for payment of claim. so laptop was turned away by instore staff incorrectly. initially my husband was given a turn around time 7-14 days for full service. once laptop was dropped of for 2nd time. he was then advise TAT 7 to 10 w/days including getting quote from warehouse. after first 5 days we kept calling and no one would give us feedback. i even requested manager & technician to call me back and never once received callback. *in 2nd week i discovered they finally got laptop collected after it had sat at the shop for FULL 5 DAYS not attended to. when i called to follow up , i was not apologized for no fall up call after calling in over twice over 5 days and even worse i had the phone dropped in my ear by the Technician - Mpumi cause he had no answers to my questions about process. my laptop has eventually been collected on 8th after being dropped on 4th. now there is no quotation, and they keep moving the goal post of how long the process takes. They've had my laptop for 16 days thus far with no quotation, nothing fixed no feedback its ridiculous. if they accepted the laptop when it was brought in on 23 Dec I hope I would have had my laptop by now. this is appalling. they keep changing process and process dates. I need my laptop for school, work and my business I'm losing money the longer they keep dragging their feet. this is such a awful and revolting way to treat your customers. their policy states "Courier collections will occur within 72hours (weekdays only) from time of booking confirmation being received. Customer is to ensure that the goods are properly packaged as not to sustain damages whilst in transit. Repairs take a maximum of 21days from the day of goods being delivered to an Incredible Connection store, or a maximum of 21days if collected by a repairs agent."