Appalling services

My sons phone was waterdamaged. I took the phone to Edgars as I have insurance with them for 3 phones. I was told by the consultant that it takes two weeks if they replace the phone with another to the same value or four weeks if the phone will be repaired. I received a text message to confirm that the phone was received. I was happy with that knowing the process started to get my issue resolved. I went to Edgars KC on 30/01/2016 and was told by the consultant that the last update about my sons phone was done on 28/01/2016 and is awaiting the technicians report to know if the phone was being replaced of repaired. This is five weeks after I took it to Edgars the first time. I was told by the consultant that she will call me on Monday 01/02/2016 with an update. I never received that phonecall. I went back today (06/02/2016)with my son and was told by the consultant that nothing has changed since if been there the last time a week ago and that the place that deals with the repairs and replacement of cellular phones closes at 14:00 Saturdays. My son got so angry when I told him and I pointed that out to the cellular consultants that was present. I was promised a Call in next week.