Lenovo Onsite NBD Warranty

A 1 star here just because i had to choose a star. (Lenovo case ***) My client purchased a Lenovo next business day warranty which supposed to have a technician onsite the next business day if required. its been a week now and the "support" person (Mahlatse Kekana) keeps talking of eta on parts. This laptop was purchased from one of their Distributors in Midrand and even they cant assist with this matter. My company is about to lose a major client of ours due to their lack of urgency and incompetence. I'm not even sure if they will respond here either but I have to try as I'm not getting anywhere with their "support" team.