Poor service from staff they just want to make excuses instead of taking responsibility

I have contacted Defy service centre phoenix to send out a technician to assess a noise in my Defy toploader only to be told by the stor me assistant that the clutch is faulty and if needs to be replaced and I was informed by the technician that the gearbox is faulty. I paid my call out fee and was due change which never came back to me until I went to the store to enquire about my change.