Pathetic service

I handed my laptop in at the Clearwater branch on the 12th of April, it is now the 20th and I still don't have a refence number as the laptop is still at the branch. When I questioned why it hadn't been sent in I was given ******* excuse they can't read the invoice and the branch I bought it from (Hemingways in East London) computer crashed so they can't get the invoice. I have had to phone in for updates. I was promised a call with a reference number and still nothing. My next move is to contact ASUS and ask them if this is the sort of service they are happy with