Phone Booked in for repairs, damaged by consultant

On the 25th of Feb my Sony Ericsson M4 Aqua was booked in as the screen was not coming on. A consultant at the help desk pushed a USB cable into the phone - obviously causing damage as up to and including before she did this the phone worked perfectly. After numerous phone calls to determine what the delay was and why we hadn't heard from them we were told there is a quote on the phone, the phone is 8 months old, still under warranty. My husband informs them of this, they then check their systems correctly and see this is the case. Now again my husband phones, the call centre refers him to Sony who again tell him there is a quote on the phone and they are awaiting the go ahead from Cell C. My husband called Cell C again after answering there 20 security questions only to be put on hold for 20 minutes. This is not acceptable. I want my cell phone repaired and returned to me, and my pictures and all of the info on my phone had better all still be where it was. I am sick and tired of the pathetic service Cell C call centre and managers give or rather do not give.