Apple is useless

I took in my brand new iPhone 6 to Telkom and they sent it to Apple in joburg as the LCD screen had broke and the phone is not even 3 months old, this was a month ago. I have received no feedback that phone is at Apple which is ridiculous. It is totally unacceptable and I need this phone back. I am disgraced at Apple as I thought they would be switched on. I hope this matter is taken into consideration as I am sick and tired of this.