Contact center without a contact number

I handed in my phone to the Melrose arch Huawei service centre 10 days ago for repair. Almost 2 weeks later - I have received no response and no update. I have emailed - no response. And I have called –only to be told by headoffice that their line is down / not working. How is it that a cell phone repair centre – cannot organise a cell phone – so that clients have a point of contact? At this stage – I fear to say – I consider this not only lack of service but boarder line theft.