unresolved cellphone claim

bought a cellphone HAUWEI Y6 in June 2017 , by August 2017, the phone was giving me problems ,which were software related, took the phone at Foschini eastrand mall, the phone was booked in and was advise that the repair will take approximetly 1-2 weeks and will be contact once the phone is available . 2 weeks past and no contact , had to go to the store to enquire only to be told that is can be now from 1-3 weeks, of which i waited for the now 3 weeks , after no contact and started calling the store , of which i was put on hold for more that 30minutes everytime i called , and was told the lady at the cellphone department wasnt available and was given contacts for the insurance to contact them myself and enquire about the whereabouts of my cellphone, contacted the manager who also advise that she will follow up to date havent heard anything from her and i continue to contact the store and always gets told that the people who are repairing the phone doesnt answer their calls and therefore there is nothing that they can do , and i can also try to contact them myself . I continue to call everyday same procedure , where i hold more than 30 minutes always and gets told that they have tried to rather use an email , so i should wait and see if there will be a response . The matter is handle very unprofessionally with no sense of urgency despite the fact that i had explain that i use the cellphone for business purpose , to date im still waiting with no updates until i call myself and hear same stories and i need to come up with solutions myself. Kindly address this issue as well as how customers are assisted by the staff at foschini eastrand mall .