MTN disappointing service

I recently sign a contract for a laptop with MTN through mondo online sales, the laptop was delivered on Wednesday 29 September 2021. The laptop is defective and the keyboard is malfunctioning, I called MTN customer service to explain the problem, I was told to book the laptop at my nearest MTN branch and get a IRMS number and o will be advised whether the laptop will be repaired or replaced. I went to MTN Tygervalley branch, explain the situation, waited for almost an hour until the consultant told me I cannot not booked in the laptop , gave me a instruction list and a number to call to report the defect and request for collection, I called the number and gave up after 20minutes of holding for an operator. This is by far the worse service from MTN.