Makro poor service on laptop repair under warranty

We purchased a laptop for my daughter to use at University @ R15000 on Promo, took an extended warranty. after approx 1.5 x years she expierienced a problem with the mousepad not working properly & the the key below esc. was loose. We took it to Makro Cape Gate @ the beginning of December 2024 as it was under warranty, it was checked in to be sent to the warranty company Pinnacle in JHB.

The laptop was only dispatched from Makro more than week later, only to be advised by Pinnacle the mousepad will be fixed under warranty but the laptop had been dropped and the charging port was crushed and this was not covered under warranty. The damage was not there when we handed it in as it would not been functional if charging port was damaged, 2 x Makro representatives checked it when we handed it in, conveniently not following protocol to take pics on condition of the laptop. After a lengthy back and forth we were forced under duress to pay R3500 to get the laptop back 2 weeks after she started her 3rd year B.Acc degree.

After roughly 2 weeks the mouspad started doing the exact same thing it was sent in to be repaired. We have now taken it back to Makro as it would be covered under workmanship warranty. It again was only dispatched more than a 1.5 x weeks later from Makro. Now 2 x weeks later it is in a queue at Pinnacle to be looked at, we have no clue when we will get it back.

For the last 2 x weeks she has been taking manual notes in lectures and spending her nights and weekends capturing this on our home computer. I think this is absolutely pathetic as she is made to suffer for something that is no fault of ours. We even paid inside warranty to have this fixed. Makro staff is useless, ive even sent a email to store manager but have no concrete feedback from anyone.