Frustrated with Essential Hospital International's lack of response

It's now been 7 days since my initial complaint, and Essential Hospital International still hasn't addressed the core issue. I've received generic responses that don't actually solve my problem with their technical support package.

Dear valued customer, Thank you for bringing this matter to our attention. We at Essential Hospital International take all customer concerns seriously and are committed to ensuring your satisfaction. We have reviewed your complaint regarding our laptop and have initiated an internal investigation (Reference: REF-B99F4242). One of our specialists from our Customer Experience will be contacting you within the next 8 business days to discuss this matter further and work towards a resolution that addresses your concerns. We appreciate your patience and look forward to resolving this matter to your satisfaction. Sincerely, Mary Wilson Client Experience Manager Essential Hospital International Customer Relations