Huawei Customer Service - Melrose Acres

Send my sons Huawei P10 lite in for repairs to Huawei Melrose Acres after he did a software update and his music player stopped working. They then send a quote for R2850 because phone is out of warranty, it has a small crack in corner, and the motherboard needs to be replaced. So I rejected the quote. The rest of phone is working perfectly so he just needs to find a different way of listening to his music. Google music and joox is working fine. So I requested phone to please be returned to us. And then all the problems started. I have sms, emails and fb messages of them telling me the phone has been handed over to TNT express. Now no one has the phone or knows where it is and its one excuse after the other. I am so so disappointed in their service. What a pity that a company can treat another person like that.