Makro bad service on returns/replace policy

Bought online laptop which must be replaced. It is brand new and needs to be replaced. Now getting replies from Makro that I should contact teh supplier. How can this be? It clearly states in their policy that the laptop must be replaced. Very bad service. Have spoken to Raqual and Thembi and still not resolved. Lots of emails and telephone calls and still not getting a replacement laptop as teh policy states.