Matric daughter unable to continue schooling during lockdown

I purchased an Asus laptop for my daughter in January this year. Last week it became faulty and since she is in matric and needs it for her schooling during lockdown I made my way to Makro Woodmead. When I arrived, the security guard noticed the laptop in my arms and told me that if it is faulty I won't be able to have it repaired since the "returns" department is not working currently and even if they were working, it would take 2 weeks to be repaired. I explained that I could not wait 2 weeks for repairs as my daughter is in matric and needed the laptop for her studies. He then called Modise Motsepe (apparently a manager) to assist. I again explained the situation to Modise who asked me to get proof from the school that my daughter is in fact in matric, etc. so that he could assist. He gave me his email address for the documents to be mailed to him. I arranged for this to be done and he then asked for a copy of my ID document as well. Modise then had me complete some forms and took me to the computer section and told me that his sales people would assist me further. He told me to tell them all is fine; he has all the paperwork with him. The salespeople proceeded to take down the details of the faulty laptop and went to their stores to find another. Due to the fact that they were out of stock of the particular laptop, they then showed me other other options. These were slightly more expensive, but since this was urgent I was willing to pay in the difference. When it came to payment, I was suddenly advised that I had to pay the full amount for the new laptop and if I wanted the old one (which is only 3 months old) I would have to bring it back after laptop since their technicians are not currently working. I then asked them to call Modise as he had led me to understand that I could swop the faulty laptop for a new one due to the fact that he was trying to help me under the circumstances. When Modise arrived he confirmed what the sales people had said, that I would have to purchase a new laptop and send the faulty one for repairs once lockdown is over. I was absolutely flabbergasted! When I wanted to take a photo of Modise Motsepe's name badge he told me I had no right to do so. I then asked him to write his name down for me as I wanted to lay a complaint, and he told me to write it down myself. Two hours later I left the store livid, still with no solution. I can't have an IT person open the laptop to see what is wrong as this would void the warranty and at the same time my daughter cannot continue her schooling until the technicians at Makro return to work after lockdown! Such incompetence I haven't come across in a long time. I will be sure not to make any purchases at Makro in future as the after sales service is non-existant!