Useless service

I bought a laptop from Makro Crown Mines and within a few months the laptop didn't start up. I took it back due to the fact that it was still under warranty. I was then told to rather log a call through the Pinnacle Warranty helpdesk, cause it takes between 10-15 working days for repairs instead of the process through Makro which takes about 6-8 weeks for repairs. I logged the call Thursday, 05 October and was told to send through the proof of purchase. After that being done, i was told that the device would be collected on Monday, 09 October 2017. When I inquire about the collection of the laptop on 11 October 2017, i was then requested to send a picture of the serial number of the laptop. On 16 October I inquire again and below is the response I got.

"As advised we had escalated your device information to our suppliers to confirm if it is listed under our warranty. You device serial is not picking up on our stock list so we need to confirm if your device is listed under us to arrange the repair of replacement of this unit. Please note that we are not the only suppliers to Makro ,and this is the process we need to follow once we unit comes in that is not reflecting on our serial list."

If this Pinnacle warranty is not the only suppliers to Makro, why did Makro give me only their number to call. So now I must wait until they tell me that my device is not listed with them and then what? I then need to take it to a private repair store and pay for the repairs?