Unreal poor service

We recently experienced two really negative experiences with the Tyger Valley branch and wish to understand how this level of service is even allowed by the Managers of a hugh company.

First, we had to take in our relatively new printer for repair; and it took a very long time to get it back. That was a big inconvenience; but hey, stuff happens and we accepted the tremendous delay and the fact that we just had no feedback at any stage.

But the real irritation is the current scenario. My daughter's laptop (also relatively new) is was faulty and we took it in for repairs. One technician, the same guy always. Made my wife wait quite long for an update. After the wait, he told her "something was wrong". She sent many, many messages, which was unanswered. Then she went back to the shop to get an answer. Apparently he was again downloading and updating drivers. And for the second time, again said "something was wrong". Then he said the charger was an issue. Then he updated windows. And now, today, still a laptop that is not fixed, really bad service, more delays, and a daughter that still doesn't have a working laptop.

I'd love to take it somewhere else for repair, but it is under warranty. I'd love for someone else to look at it and give my wife a proper service, but it seems there's just the one technician in that shop. I'd love to receive a brand new machine because after just a few weeks of use, it's not working, but guess that's not going to happen either.

Please advise...