Returns HP laptop

I have a returns request that has been pending for about nearly two months. The ite is faulty, speaker might not be installed and the iterm is not as advetised, I have been calling them time and again they say nothing new everytime I call them, I was advised to take screenshot as I could not log in a returns request because of the submit button that is not working on their App, if I'm using it different device the oder doesn't appear even though it's my profile, I was asked to do a step by step process that show the problem or where I get stick with this I sent them and up until now or today nothing different is being done instead they always say the.matter is being escalated to the relevant department, this suprises Me everyday, I have the worst experience with them and their system