Teljoy headache after headache!!!!

I'm a customer of Teljoy for almost 3 years now. Newer had any problems. Rented a new laptop from them end of November and the laptop only workered for 4 days and didn't want to switch back on again phoned them and emailed them how many times. At the end they came and fetch the laptop. They called me and told me they will replace it with a new one. Since the 20th December nothing. No calls nothing but they did deduct their premium this month that they did do. Phoned them now again, sorry someone will call. Seriously is this customer service. In April my first rental is comming to an end and I want to keep the appliance but if this is the service I get from only fixing a appliance what service am I going to receive if I need to claim the appliance. Really is this how customer service work?????