Huawei Melrose Arch Repair Centre

On the 5 August 2017 i booked in my device at the Melrose Arch repair center. Tomorrow this device would be in for repairs for a period of 21 consecutive days which i was told when booking in the device would be the turn around period for the completion of the repairs. Today i finally got feedback from the repair center after trying to get hold of them since the 16 August 2017 to no avail, clearly they were not trained on how to deal with a phone when it rings, the response i got was that the device is currently being assessed by the technician, being assessed for the last 20 days !!!!!!! please advise how it is possible to assess a devices for the last 20 days when the only problem is that the screen is cracked, it should take even an *********** technician a minute to assess that the device has a cracked screen i mean a problem could not be more visible than that. This is utter bull****, you guys claim that my device came with VIP service whereby i am entitled to a same day repair but by the looks of it i would be lucky to get a same year repair.