Onsite HP laptop warranty bad service

I have a HP laptop on contract with Vodacom and the laptop broke on Wednesday morning and I logged a call for onsite warranty with Platinum Warranty Desk. They said they would contact us within 24 - 48 hours to arrange to come onsite to look at the laptop. The call was logged Wednesday morning and still we have not received a call from them although 48 hours have already passed. We confirmed the address with them and all seemed to be in order. I use this laptop for work purposes and need to have it fixed asap, but with this poor level of warranty service, it seems I am at the loosing end. The call center agent, Luwellyn first told me that Pretoria is out of the onsite warranty range of 80km (he said my house is 180km from JHB CBD, where in fact it is only 78km). I spoke to his manager Henrico, who promised to make sure that the call is executed, but still no feedback. We phoned them on Thursday afternoon before 16h00 to find out what is going on and they said they would phone us "soon" to make the arrangements to come to my house, but they never phoned. I am extremely upset with the poor service received.