Telkom SA not fixing my laptop

I took a laptop contract with Telkom in January 2016 and now the laptop buttons are not working, went back to the store to get it fixed and they gave me a number ***(Platinum Warranty) to call for repairs and this was 2 weeks back and STILL I am not getting the assistance I need. I need to understand what I am paying for if I can’t use the device; Telkom is that how you customers are treated?