Lack of service

I app**** for and was approved for a laptop contract last weekend. The parcel came on Friday however when I wanted to use it the charger didnt work. I then took it to one of the agencies in Bloemfontein and was asked to please bring the whole parcel to them so that they could log a return. I did that on Saturday and was given a number to phone to request the online team to send me a new laptop. I eventually got through this afternoon and was told that they cannot help me and that I will need to speak to a sales consult where I hung on for a half an hour without any assistance before I was cut off. Why do you employ *********** people to work in your call center? All I want is for my laptop and router to be replaced with one that is in working order so that I can use the thing that I am supposed to be paying for. I sent an email this afternoon with ref 3d451215-46d5-4212-86f5-c62b207059f0 if someone can action it and revert back to me urgently so that I can receive what it rightfully mine I would appreciate it