****/Really-bad-service

On 11/05/2016 I phoned Incredible Connection regarding licencing that should have came with a laptop I purchased in November 2015 but did not. First time ever that I buy a laptop included with no licencing. In march I spilled fluid's on my laptop and sent it in for IC to repair my broken hardware and they sent a quote back over 3k to fix the laptop, I asked them to please send back the laptop as I will and have fixed the laptop at my own expense. I paid just over 1k and it was in better shape as when I bought my laptop. In march there was several managers from all over the country contacting me sincerely apologizing for the service I received from their store late Feb 2016 here I requested them to send me documentation regarding the licencing of my notebook. 2 Months later I phone again and the manager Cedric again said he will phone me back regarding my Microsoft Windows 8.1 Product Key. He has not done this in the two months I gave them regarding this matter. Can we get Microsoft involved in the matter because if it takes a company 2 months to give licencing for software surely there should be some piracy going on. After this complaint I should get another 20 calls from Incredible Connection apologizing for the bad level of service. My question regarding your level of service will be : "Why should customers go through such extremes to just get the service they pay for? "