7 Days of No Response - Unacceptable

I have been trying to get hold of Teljoy Customer Care since Wednesday the 18th August 2020. I have a HP Laptop with them on Rent to Own. There was an error detected on the Laptop and it did something and now the Laptop is unresponsive. I am not a Laptop Technician, and truth be told that is why I took the Laptop on Rent to Own with Teljoy as it comes with Service guarantee. It has been 7 days where I have been sending e-mails daily asking for the device to be collected and fixed. Yet no one is getting back to me, no one is responding to my e-mails or even just giving me a call. I have even stated in my one e-mail that if this is the kind of service that is acceptable, I wonder if they would find it acceptable if I deduct fees from my monthly payment for period the device was out of service as I can not use the device.