One day old default laptop, pathetic customer service

I purchased a laptop yesterday for my wife to start school today. After charging it for 10 hours as told we switched it on only to discover the TouchPad is not working. We assumed that there must be a setting that needs to be changed and borrowed a mouse from a neighbor to check if that would work to set up the laptop and get in to change the setting. After getting in we discovered that there was indeed a TouchPad setting but for some reason it's not working. I called the store today and was assisted with troubleshooting over the phone. The guy unfortunately was not able to tell me why with his instructions the TouchPad isn't working he then said the only thing to do is to come in store and take it from there. I then asked him what exactly will happen in store as it's not even 24hrs after the purchase and my wife was supposed to start school today. He told me unless I come in he can't advise as he doesn't have the laptop in front of him. We then took the laptop in store only to be told that there is no technician in store today, when I asked so who was the guy who helped me over the phone I was told his gone home but received no clarity as to why someone who is not a technician and who knows there is no technician in today told me to come in with the laptop. I was told that i need to bring the laptop in tomorrow for assessment and that if its a software issue it will be sent to the workshop. How can a laptop that is not even 24hrs old be sent away for repairs? I was told that unfortunately once the laptop is opened they dont do returns or exchanges. How were we supposed to know that the laptop has a fault. It was bought to be used today and now I'm not sure when this laptop will be used. I'm completely disgusted, while I understand there are policies in place it is absolutely appalling that I'm supposed to send a brand new laptop for repairs. What happens to my wife and school. College isn't cheap and work does not stand still until this issue is resolved. We are treated like fools getting told to come back again and again. Who is supposed to pay for all this petrol, college fees, college books and not to mention this laptop that can't be used. The manager lacks compassion and customer service I did not walk in requesting a refund I simply want it swapped for a laptop that works. How as a manager can you not put yourself in other people's shoes and see that sending a day old laptop for repairs at the beginning of the semester is wrong especially since this laptop was purchased specifically for this purpose. I have never in my life been so upset at how you guys have handled a situation whenever there has been a problem I am able to get assistance. This is such a delicate situation that requires urgent attention yet I'm told that protocol has to be followed. What about the customer that done absolutely nothing wrong but give you guys a sale. As a very loyal customer I'm so disappointed, I purchase so often to have this issue and to not be taken seriously. If you know what's good for you stay away from Makro as it seems like their policies are in place because they are aware they sell default items. Other retailers allow for exchanges and returns especially when they know they have sold you ****.