No Feedback - No solution

I took in a laptop , originally for a laptop cover , which was great - and service was excellent ! Then I took the laptop back to get more things done , including hinges to be replaced . The have gotten hold of all the parts except the part that holds the hinges . Its now been almost more then 4 months , and still no part and feedback is something to complain about . I need to constantly follow up , and get feedback and the response is always the same - no ETA , will follow up with procurement , no ETA - i find it crazy and very unprofessional that - no feedback is given , no back up plan or solution is in place .

This is not the way that a bussiness gives excellent service .