Lost Laptop

I sent my laptop in for repair on Dec 27, 2020. I received an email on January 7, that they need to reload software and need my permission to do this. I replied to the email within 5 minutes. I called on January 13 to check on the repair. Apparently, somebody didn't check their email. I was told I would receive a call within "3 minutes". Never happened. When I got home from work the same day, I called again. This time I was told I would called within 2 hours. Guess what? NO CALL. 4 hours later, I call again. Same poor customer service as before and the same "you will get a call within 24 hours" (The times are getting longer). Yet again, NO CALL. I called today January 15 and was basically told they couldn't find my laptop. I was given a phone number to call which I tried several times. Each time I got the message "No one is available to take your call". I called customer service again on the 15th, this time after I started explaining my situation, the gentleman hung up on me. Guess I may or may not ever get my laptop back.