Hp pavilion

I am very disappointed with HP customer service and support team and I have not heard from a case manger yet. They tell you they are calling and they don't. It's been a week since technical support had me to wipe out my laptop and left me hanging. All of the diagnostics tests last from 3-6 hours. I don't understand how they stay on the phone for hours to mess up your laptop but you can not talk with someone to get it replaced. I have called the case manger number and if you don't have an extension it will not connect you to a person.
I am an online student and I need my laptop desperately and I don't understand why I am receiving this type of treatment. Oh did I mentioned that the laptop was a Christmas gift.
I am not pleased at all with the service and I purchased the extended warranty and for what because they will not honor the original warranty.