WHEN M I GETTING MY PHONE BACK?

It has been 5 weeks since I submitted my phone for repairs and I have not received it back. since I bought the device last year January and its been in and out the repair centre without any explanation or positive feedback on what is wrong with the device when its fixed when I call no one will give me a straight answer now i must pay R2000 for it to be fixed where as all along the device was faulty without me breaking it and most of the time it will come back faulty from the repairs. i have sent an email about a week ago explaining because one consultant asked me to send an explanation i have not received any feedback since only one consultant called me to ask if i am paying the money or not i asked her if has received my email only then she read it but there was not respond i asked her to call me back once she read my email ever since i have not heard from the repairs. I am so not happy since i bought the device. So how long must i wait and who must pay for the damages?