Very poor service

Just want to express my unhappiness with the poor service that I've been receiving from the brand. I booked in my 3 months old laptop for a checkup since I learned that someone unauthorized accessed my end point of the laptop. Details about it was described when completing the booking. It took the brand 3 weeks to come back to me and informed me that my request cannot be processed for a refund because of the physical damages on the laptop that were not there when I booked it in. I learned that my screen was cracked and the screen of the laptop at the bottom was dismantled. When I booked it in for the 2nd time. My screen was fixed but because the cracked screen, my request cannot be processed. What really disappoint me about the brand is the values that should form part of their business model is not been put into practice. The person handling the transportation from the Parow branch to the DC, dropped my laptop and refused to take accountability for the action. I was told to provide a picture of the undamaged screen but I have a witness to confirm that i did not booked in a cracked screen. Therefore, takealot, I'm requesting for a full refund. I'm really disappointed in the very poor service and I can only recommend that in future when handling laptops open up the product to take 360 degree pictures to prevent the same mistake of happening again. Because it becomes your word against mine should you don't have proof of the booked in product. I'm looking forward to your response. Thank you