Digital Experience Fourways

My laptop is approx a year and half old, purchased from digital experience Fourways. Took it in about 6 months ago with a fault. Was told nothing wrong with it. The problem was still there. About a month ago I booked it in, after 2 weeks of booking it in, they called to say it's out of guarantee. Two weeks just to say that it's out of guarantee. The excuse was, the lady who was handling it, left. And nobody bothered to call me. I had to call all the time. Now it's still there, they sending it pillar to post for a quote. A month is now gone, not a quote, no repair. And I still have to call them. They won't call. This went to management level, and no courtesy call from her, nothing. Now I'm requesting to get my laptop back, not repaired.