Did my laptop dissappear? Disappointing service!!!!!

I am also having a very disappointing experience from this company. My laptop was collected on 26 March 2024. Today is 2 weeks later, and I have received absolutely now feedback about the status of having my laptop repaired or replaced as it is still under warranty. Emails were sent last week only to get a late reply yesterday. I made a call to enquire about the situation. The lady on the line assured me that she was going to find out and give me a call ASAP. In the conversation I asked her when I was going to expect a call whereby she answered me that this morning was the latest. The whole day went by and no one came to light. What is this?? This is absolutely unacceptable!!