Non-Existence Customer Service

I am lost for words. I phoned platinum warranty regarding a damaged laptop on the 14th of January 2021. I was told to send an email which I did, with all supporting documentation. To this date (3 March 2021) I have not been contacted by anyone from this company. The device is still under warranty. All I needed was for someone to collect the device for assessment. It cannot take 3 months to attend to a customer's query. I have called numerous times and the phone just rings unanswered. While you are busy not attending to queries, people's jobs are at stake as we use these devises to work from home. I am a Vodacom customer and I do not know what Vodacom was thinking going into business with such an unreliable Vendor. Could I please have someone collect the laptop, assess and fix it. The device will be out of warranty by the time you choose to attend to my query. Or is that the whole point?