Pro 16 PC16250, how do I get some decent customer service?

I have a three month old laptop which now has a failed screen - just random lines and colours so is unusable. I have registered for a repair under warranty and have a job number. I received an email saying DPD would contact me to arrange a collection but nothing has happened. I have had two on-line chat sessions with humans who both assured me I would be contacted urgently, but still nothing has happened. Its now the weekend, so no help available (!) What do I need to do get this matter progressed? There is no sense of urgency here.