Makro not really caring for their loyal customers

We purchased a new Lenovo laptop from Makro about 3 weeks ago, and it comes with Windows installed. After using it for 2 weeks, we received an advice from Microsoft that there was an upgrade for security, so we clicked and did the update. As soon as we tried to start, a window appears stating the a Bitlocker Recovery Key needs to be entered in order to unlock the Bitlocker. This key is not provided and despite numerous attempts to contact Microsoft Support South Africa we are no closer to resolving this. When trying to log a call, one waits on the call which is automatically terminated after a few minutes. There is no rerouting to someone who can help. Absolutely pathetic lack of service or interest. We tried to log a call with Microsoft in the USA, and also get nowhere. When Googling this its a known 'issue' which basically tells you login and do the recovery, but one cannot get past the Bitlocker Recovery. Its disgraceful. We finally took the laptop back to Makro who after a long discussion took the laptop in to basically uninstall/reset everything and am now waiting for it to be resolved. This seems to be a problem with the original installation of Windows as the laptop is delivered with it installed. Makro should replace the laptop, and send the infected one back to their Lenovo supplier.