Makro has been holding my brand new laptop for 2 weeks with no updates

I'm completely disappointed and frustrated with makros service. It's been two weeks since I've sent my laptop I for repairs and I have sent emails and u still haven't received not updates whatsoever. Emails are ignored whenever I try to follow up the stuff they are rude and show no remorse for inconvenience caused.This laptop is brand new not even 5 months old and yet it already has a fault and I have missed deadlines.This delay is affecting my academic work because I don't have a laptop to use and Makro shows no urgency regarding the issue and they are not even producing basic feedback.