frustrating client service

I am not sure if this should be directed at yourself or Samsung, but I have had a bad experience with customer service at your Somerset Mall store. On 21 March 2018 I visited your store to inquire whether my Samsung Galaxy S7's screen can be repaired (I was not sure if it was registered under the insurance policy). I provided my proof of purchase and was kindly informed that the responsible person would follow up for me and give feedback per email the next day on whether the screen could be fixed and if not covered by insurance, the price to have it fixed would be provided. By Tuesday the next week I have not received any feedback and phoned your shop. I was told the person was not available, but they would give him the message to call me back. No feedback to date. I phoned a couple of times on Friday but there was no answer at your shop. I live about an hour's drive away and cannot drive in and out without having an idea whether you can assist or not, but it seems impossible to get any feedback. Kindly assist.