Jeeves - Refusal to repair MacBook Pro device

I have constantly tried to get in touch with them to repair my water damaged laptop, but they are refusing to repair and are only offering **% refund of the value of the device. However, they are not being clear in their communication, and are ignoring my detailed and specific emails with queries. I wish to get my laptop repaired, but they are being ambiguous about the protocols. Most importantly, they are acting without any written correspondence, and are expecting the customer to know and understand the policy without any assistance from them.