Office Depot review: Tech support that I paid for when I bought laptop

I contacted tech support at 11 a.m. this morning and SIX hours later the tech suppport popup box still shows something is still not completed - WHAT I don't know. It was a simple problem yet no one would answer in Chat, tech person would not answer or update, it kept showing some tech person Michael Ivan connected to my laptop yet doing NOTHING including ignoring me - this is NOT acceptable. SIX HOURS and it never fixed anything - if the issue could not be fixed then WHY didn't anyone answer me when I asked about it - my laptop sat open all blasted day with no end in sight. Now let me tell you the problem - connecting an external speaker did not work - Period - is THIS something they can't address some SIX hours and counting later? Can they not answer my chat message or tell me what the hell is going on or when I can shut my computer down or ANYTHING? THIS IS UNACCEPTABLE. I paid for this service and I can unpay for it too. I will NOT pay for this kind of treatment - so you can either fix all this or I'll be over at the store for a refund of the laptop I just bought - you can bet on that. ZERO excuses in this