Pathetic service from consultants

Contacted their call Centre twice on Friday to inform them that my phone has no network and the one lady Susan said an email will be sent to me with a link to nook in my phone till now now email. Contacted them again Friday afternoon and the guy I spoke to said an sms will be sent with a link till today no link. So is my phone going to be taken in or not coz I bought this phone last year and now it has no network so I'm sitting with a phone that is not working and the service given to me was so pathetic.