Sick of bad service

We purchased a laptop from incredible connection in February 2018, with an extended guarantee (R1500 for this “excellent “ service. In January we experience a problem with the laptop (a virus was downloaded on it) and it had to be sent for repairs. When it came back there was something wrong with the screen (this was working perfectly fine when it was sent in), and then unfortunately lockdown happened. I had to battle with the glitchy screen all through lockdown. After this we sent it in for repairs, a repair that took just over a month to get sorted. 1 week after the return of the laptop, the whole lcd part of the screen pulled loose and the laptop had to be sent for repairs once again. Please be aware of the fact that the screen was not broken when we sent it in originally, and the laptop was also not dropped for it to pull loose the second time around. Now 6 weeks down the line, I am being told that there is no turn around time for extended warranty breakages and I am also being told that I never even paid for the extended warranty and the service that I am now receiving is “free”. I would love to know what the R1500 was for then and why when I didn’t even break the thing should the whole problem be made mine?