Poor Service

Upgraded my contract on Monday 07 February 2022, The device I was given (Mecer Prodigy Laptop) was not working. I sent it back on Wednesday 09 February 2022 and I was told that the store does not handle repairs and replacements. I was told to contact Platinum Warranty and I did. It's been a week since I was given a laptop that does not work and I have not received a response from Platinum Warranty and Telkom do not seem willing to help me. I am unable to do my work.