Bogus new replacement

Platinum Warranty has disappointed in terms of service delivery, the after sales service is so poor, I have been struggling to have my laptop repaired from the 17th of July. I was advised that since it cannot be repaired, I will be given a new device. The new device is in a worse condition than my original HP laptop that was taken out on contract with Vodacom. I have received a refurbished Laptop that has been passed of as a new replacement laptop. I cannot run updates. I have to continuously restart the laptop that is unable to execute basic commands. They collected the replacement assessed it the item, which according to them passed the assessment and sent it back to me sending a laptop that cannot run the required windows updates. So they basically collected the replacement laptop which I have never been able to set up because it doesn't work, updates cannot run, assessed it and sent it back to me to go through the same struggle. We have had to buy a secondhand laptop so that assignments can be submitted. Putrid service and ********* behavior. Do you really think consumers cannot tell the difference between a new and a recycled laptop?