Disgusted with the level of service....

My cellphone was still under the repair warranty (3 months) and screen started giving me problems. I went back to Edgars and booked the phone in. The consultant verified my claim and advised me that Finrite will be in contact with me. Guess what??? 4 Months later and no Phone. When I followed up, they tell that I need to pay R400 in order for them to replace the screen again. Here's my question, if the screen was not cracked, why are you charging me for that??? This is absurd and ridiculous.