Very bad service and no feedback

My laptop crashed, I took it in on Friday 17th Feb and had to pay an amount (to be first in line) so that my computer can be restored immediately. Got it back the same day but when I locked in, micro soft office was erased. Took it back on Monday 20 Feb, the guy that worked on my laptop took leave. No one is able to assist me, they told me that they had to listen to the tapes to hear what I said and what the repair guy said. I am desparately in need of my laptop, still did not get it back. I phone several times, and the only answer I get, is that they are still busy with the investigation.