UNFIXED LAPTOP

Hi my name is Sabelo Hlongwa from KwaMashu I have an account with Lewis which include Maintanence Insurance in it I took KIC fridge, TV and Laptop (ASUS) my laptop couldn't turn on I took it to KwaMashu branch and they said they will get to me once it is sorted they ignored me until I phoned them the lady Monica who's the manager said they are waiting for their head office to authorize the quotation I listened to her and today on the 19th of November Monica phoned me and told me that they can't fix my laptop because the repairer said the problem is LCD so she said their head office said it is the customer's negligence which I don't understand I'm still paying for the laptop and no one explained to me that they will be something that can't be fixed

Many Thanks..... Looking forward to hear from you