The worst service ever

Terrible service!! I took out a laptop contract last year and for the last few months the laptop started taking atleast 30 min to turn on, I took it in to the brackenfell store and was advised that the laptop is still under warranty and that I should reach out to agents to have the repair done myself and that they no longer send laptops away. I have no use of this laptop yet I am paying every month and the repair centre is not answering their phones!!!