why do I have to jump through hoops?

On 11June I handed my sons phone in for repair at Blue Route. Was told it would take 2 weeks. Went there three weeks later only to be told that I have not accepted the quote or paid for the repairs. No one contacted me with a quote beforehand. I was told that I must phone the repair centre, which I did on 6 july, I accepted the quote, paid the fees and emailed the proof as requested. Was told it would take a week. Go today only to be told that I must phone the repair centre and tell them the money was paid. I fail to see why as the proof was mailed! I then spent 20minutes on my landline without luck to get hold of someone at the repair centre. Finally became fedup and phoned Blue Route to say they must sort it out I am not wasting my money! Was told I would be phoned within 10 minutes. That was 2.5 hours ago. If I hand my phone in to a cell c store they should be doing the follow up not me! Otherwise I would have sent the phone to the repair centre myself. In my view the phone should be returned and my money refunded. I will take it to a shop that knows the meaning of service and does not expect the customer to jump through hoops to get something done!