Poor Service

My friend from India wanted to purchase a laptop. I took him to Incredible connections at Kolonnade Mall. 2 months later the laptop is displaying the blue screen and no functions can be performed. We have taken it to the branch to be looked at. We were informed by the tech (Michael) that there will be a charge of R450 should they re-load the Windows OS. He then mentioned that if it is a hardware problem and the laptop needs to go to HP then there would be no charge. He called my friend to inform him that the laptop is going in to HP and he will receive a call within 25 days to pick up the device. I picked up the device, and paid the R450. Handed it to my friend, the initial problem still existed. The device was extremely slow even though no software is installed. The drivers do not work and it has been discovered on return that the Windows updates were not complete. I then queried as to why we must pay the R450 when we were told that we will not pay if the device goes back to HP. They replaced the faulty hard drive which will is only sensible to reload the OS thereafter and they have done so however Incredible Connection is charging the for loading the OS. It had come to my attention that R250 will be charged for the windows update. The 2nd tech Isaac cannot explain as to why we were charged the R450 for reloading the OS as they charge R250 for the updates only. We were not informed of the R250 charge by Michael in any case. I took the device in on Monday and was told by Isaac that it will be repaired by Tuesday (yesterday) I called him yesterday. He stated that he is waiting for Michael to return to enquire as to why he charged the R450. There was no call received and on calling the store, Michael is off today. So where do we go from here. I would not recommend these techs for their type of service and incomplete work. Then again one cannot explain why the other has charged for something that HP did at no cost.