manager appalling manners

I refer to a conversation with your manager at 4 45pm today. I am firstly already irate client as it is two months since a ring has been booked in for repairs and all this time no certain feedback has been given to me. This morning I was promised a call with nothing. I called at 12 30 for Sharon to call back which again was ignored. I called again at end of day to which I got a call from Sharon. My statement was you meant to call me this morning. To which immediately I was told she doesn't appreciate me shouting. If the tone was not appreciated rightly so, she is in the wrong and a apology to the non call backs could have changed the whole way this conversation went. However as a manager the customer skills are appalling. The fone was put down by a manager! I have every right to be angry and shout. Your manager needs to obtain skills in dealing with irate customers. This is given the fact no shouting happened in my opening statement to why she had not returned the calls. As a manager it is shocking how this was handled and she still put the fone down in my ear. I still await feedback on the return of my ring and expect this in the next couple days as mentioned by her