PnP Home Online - Faulty Mecer Laptop from day 1

I am writing this with so much anger and frustration as I am not getting any assistance from PnP. On the 23rd July 2024, I bought a few items on the PnP Home Online app, they items were delivered on time. All items were good except the Mecer laptop which was part of my order (order: ***6). I contacted customers service as soon as I encounter that the laptop was not connecting to any network. I spoke to a lady called Funeka who promised to escalate the matter to the Home department and will get back to me. 3dayz went by without her getting back to me, I sent her a follow up email and she never responded. I again called customer service and spoke to some guy whom I didn't get his name and also gave me some numbers of an IT company who would assist me. My argument with him was why must I be the one running around calling IT people to assist me when I made a transaction to PnP and this laptop hasn't even been used because it can't connect to the internet. I honestly feel like as a customer it shouldn't be my duty to ensure that a product I bought is fixed by me. I have to run around begging people to fix a product I bought from them. To top matters off, I sent PnP customer service and email regarding this matter and to my shock someone named Salmaan responded to me saying that a refund has been processed. I mean as a business, how do you just claim to refund a customer without trying to resolve my problem. Which part of customer service and retention is PnP providing. I was really disgusted by his response and till today (03 Aug 2024) there's no refund in my account, no response from Funeka or anyone from PnP Home. I am sitting here frustrated with a laptop that is useless to me after I had stated in my emails that I'm starting a new job that required me to have a laptop. I did contact those IT guys and we did all kinds of resetting, restarting this laptop(the entire week) till today its not working, it will connect once then goes off again. I am really not happy at all with PnP customer service