bad after service on laptop repair

I have handed my laptop in for repair( still under warranty ) on the 21/04/2015 after every week that I have had to call and follow up I keep getting excuses and stories that they still waiting for it to come back from repairs. Two weeks ago they told me after I called again that the laptop is missing and they will refund me. This afternoon when I got there for my refund I had to hear that it is not lost they are waiting for a letter from the manufacturer, they will mail me the letter - till now no letter. - surly there must be better places to buy computers from with much better after sales