No feedback after damages

On 12 Aug Adri from HO phoned saying my newly purchased Auris has been recalled and I need to take it in for a 30min software upgrade. She booked it for early the next day so I can go before work. When I arrived Lizelle asked if there is anything else they can also assist with. I told her that one of the spotlights isn't working and I think it's a bulb. Nearly three hours later (not 30mins as HO said) they were done. When I got home that night I checked to see if my spotlight is now working and saw that not only is it not working, the whole spotlight cover has been broken out (like a broken window with pieces still left behind and no bulb). The next day I phoned Lizelle to complain and she said they didn't do anything with the spotlight in the end, just the update. I spoke to the manager Tiaan who said he will get back to me. At 5pm I'd heard nothing and phoned again. Tiaan said he ordered the part and it will arrive the next week. On the 21st I phoned again for an update and was informed that Tiaan had an unfortunate family emergency and someone else will help me. I spoke to the guy who said he'll get back to me asap. Still no feedback another week later. What's going on?