Hisense - Dismal customer service.

My Hisense cell screen cracked and as per the Vodacom representative at the North gate branch. If I take it in the Hisense customer care they will replace it for free as there is one screen replacement on their phones in the 1st year, and it will bone there and then. When I arrived in Bedfordview with proof of purchase the customer care agent said he also needs the serial number form the box. I explained that I do not have the box. He said he needs to discuss with his supervise, but he is on lunch and he could not get hold of him. After I had waited there for 30 minutes for the supervisor to get back from lunch the customer care agent said he will take it in to replace the screen and will phone when it is ready. I am been trying to get hold of Hisense Bedfordviewview but their number is not working ( Can not be answer at the moment) . I the email customer care and they sent me a ticket number and a number to call. After waiting on the phone for 25 minutes the agent said I must call the number that is down as he cant help me as he is Cape Town. He cant help. ?????????? Still do not know when my phone will be ready. .