Universal Direct drops the ball!!

Just wanted to write how disappointed and let down I feel about Universal Direct and the lack of customer service. I bought a reconditioned laptop which had problems from the start. Back it went a number of times. It's still in the warranty period and now needs to be replaced but the staff member is not prepared to have it replaced as it involves a management decision. He doesn't want to approach management. Can you believe it??? The new battery has been faulty and there is a charge coming off the machine that can't be corrected. It has been in the workshop for over a month and I still don't have a working machine to use on my business. What is a person to do? From start to now there has been an endless struggle and dispute with the company. This computer company came highly recommended but has dropped the ball. I would not want anyone to burn their fingers. Stay well away.