Unacceptable ser vice by loot

We purchased a laptop from loot and it has taken over a month to tell me that the reason my laptop mouse pad was not working was that we needed to press F6. After many calls I was told today that all that needed to be done was to press F6. I was told that the mouse pad was working and that they were doing further investigations. They are now going to charge me 15% approx R1800 as there was nothing wrong. Never mind that we had to arrange another computer for my daughter so she could commence on line learning at university. How can it take them over a month to tell me to press f6. I am truly grossly dissatisfied with the service received by the returns consultant who handled this issued from the very beginning and fobbed me off for weeks, even when I explained that I needed it urgently for my daughters online learning.