Worst ever online Service!!

I bought a Lenovo laptop through Makro online 08/09/2022. Worked with the laptop. Then the laptop asked me to do a Lenovo update, which I did. After this my laptop has not been working. When you switch it on the screen just stays black and the keys do not work, it does show that it has power, as the lights comes on, but nothing else. I took it to Makro, they referred me to the online service that I need to log a call, which I did. It is now a month later. after calling them, spending hours on the telephone, and numerous emails. I received one email back stating that I have damaged the laptop and that I have opened the laptop. Asking for proof of the damage etc. - received nothing. Knowing nothing about computers, why would I open the laptop, while it is still under guarantee. I have video footage of the laptop before I have send it to them and there was no proof of any damage. As of today I still do not know what is the next step to this issue. Will Makro replace the Laptop, will they repair the laptop? It is just shocking that I am now waiting for more than a month and I need this laptop to do my daily business, should I invoice them for the hours lost? I do not know what to do next to get any feedback on this situation.