Laptop upgrade disaster

Extremely poor service regarding an Upgrade. The upgrade was done two weeks Ago. MTN phoned me advising me that I may collect my laptop as the upgrade has been Approved, I was not in Town and they said I may ask my wife to collect for me. She went and collected. They checked the screen of the laptop and it was intact. I arrived home later that evening. I was not at the office for the week as I was On the road for my work. The Friday I was at the office and switches on the laptop only to realise there is a bump on the keybord, I immediately phoned Mpho at MTN Mall of the North, he told me he is not at the shop but I can take it back to any of his colleagues. That evening around 17h00 I went to MTN to take back the laptop whereby they told me they have to Book it in and send it to the supplier. That will happen on Monday as it is weekend and I will have an answer by Thursday. Left it there with Johannes. On Monday I received a call from Johannes advising me that if the supplier may find that I causes the damages I have to pay R500, I then told them again that it is a Out of BOX failure as I literally switches it On and by typing on the keypad noticed the bump and the mousepad being loose. The following day I received another call from Johannes stating that the courier is now there to pick up the laptop but there is a document I need to sign, whereby I said to him as I did on Friday evening as well that I am out of Town for the week and I dont know when I will return and that they cant wait till im back for them to send it in as they told me they will send it in on Monday and it is already Tuesday and that he should make plan, he said he will make plan and come back to me. On Wednesday I received no feedback and I also tried phoning them whereby I got no answer. On Thursday I went in to the shop as I was back in town, only to find that they still dont have feedback for me, I mean 6 days later and nothing happened. I then phoned head office and they promised that I will have an answer by the end of the day. Still till today I have no answer of feedback of any kind. This is ridiculous as the upgrade was done two weeks ago and I still dont have my upgrade device. I tried sorting it in a good wat with no joy and now I am Here at Hello Peter to tell the community of the poor service that MTN is giving a playing customer. Hello Peter please help me????