Disappointed Customer Service Game Stores Umhlanga

I bought a cell phone in August 2019 and on the 5th of November my phone just froze. I was unable to switch it off or open my apps. On 6 November I took it in to Game Umhlanga where the item was purchased as it is under warranty. They did take it in and informed that turn around time is 21 days. I had no choice but to accept but made it very clear that it is urgent they let me know soonest as to the progress of my phone. I called on Monday to check on the progress of my phone, nobody could tell me anything about my phone but to say that it takes 21 days. I made it clear I urgently need my phone as I am a business person, and I need to get onto my app for banking and authorizing payments. I also asked why dont they offer their clients a temporary cell as nobody can do without a cell for 21 days. Anyway I called on the 14th again at Game customer service only to tell me that its with the technicians and dont know anything else. I asked for the company contact details so I can call myself to follow up as I was not getting any help from these customer service people. I did contact the samsung techs and spoke to Keshnie and she informed me that there is an internal crack on my phone and that I will be liable to pay as the warranty wont cover that damage. So I refused the quotation and asked her to send my phone back to the Umhlanga Game Store. Keshnie told me that it will be there on Monday as the driver has left already. Again I explained te urgency of me needing my cell back. I went to the store on Tuesday the 19th, wait about 20 minutes before you get seen, its like these customer service people have no care in the world to be efficient, only to be told my phone is not at the store. The consultant called Keshnie and she says the phone was sent with the Driver on Monday but not sure why it is not at the store and not sure when it will be at the store. Again I explained the urgency of me needing my phone, wasted my time, fuel as they cannot do their jobs properly. Again when they selling their products they dont explain all of these to you, they just happy to push for a sale and when there is a problem, then they give you a dont care attitude and now we dont need you. Its not our problem thing.. Not even to offer the client a temp cell during the turn around time... This is poor service from Sales and Customer service. People beware and always ask question about their repairs etc.....I will never support Game again. I have spent too much money at their stores but now realise there are other retailers who are much better when it comes to after sales service...