Collection Phone for Repairs

I bought a phone at Jet stores, used it for 1 month and the button are not working anymore. I returned the phone to the store and booked it for Repair with Hisense company call centre end of march 2015 and when I call the Hisense call centre to follow up : they always say they going to collect the phone tomorrow everyday. its almost a month now and now they know my numbers, when i call they put me on hold for ever until the line cut off.