Approved Samsung Repair Centre Poor Service

I booked my Samsung Gear Fit 2 watch in at the Canal Walk, Cape Town branch of Dion Wired's Samsung Repair Centre on 25 Oct 2018 under warranty, with a faulty step and heart rate monitor. The technician promised to assess the watch and call me back in a day or two. After 2 weeks with no call back, I went into the store personally and spoke to the technician, who said he had changed the sensor and it had made no difference. He was now waiting on a new main board and would call me the minute he had an update. Its now a further 2.5 weeks and no calls, so I phoned the store today. I am told the technician is now having personal issues and hasn't been at work for 2 weeks.... waiting for the manager to call me.... the reality is a product under warranty has now been in the centre for almost 5 weeks! I will be forced to escalate this to Samsung as it is unacceptable that their approved service centre has a product under warranty for nearly 5 weeks and not a single call to the customer! Poor service all around.