Bad service at Brooklyn

I took my phone in for a battery replacement which I was clear about from the onset. It was in the late afternoon on a Tuesday,I was then told I will get a quotation the following day and that the repair will be done within 24-48 hours. The phone had a crack at the top left corner and I told the lady who booked in my phone not to worry about the screen because I auto rotate and I did not have enough money then to fix both the screen and the battery as my main focus was with the battery. The following day I got an sms that a quotation has been sent to my email address, when I checked my mailbox there was nothing. I then called them and explained that I got an sms but no email, I queried the amount which was reflecting on the sms and I was told its for both the screen and battery replacement. I had to explain myself again about what to replace and I told them that I'm accepting the battery replacement quote since nothing had come thru on my mailbox. On Thursday I called the store the whole day with no luck, I finally got hold of them on Friday, I asked about the status of my phone and I was told nothing has been done as they were still waiting for me to accept the quote. I told them I called on Wednesday and even spoke to the technician and told them to fix my battery and leave the screen because it works and I did not budget for it. They said they will accept the quote on their side and that I can collect my phone on Sunday morning, indeed on Sunday I went and to my surprise my phone had another crack from the bottom center throughout the whole screen. When I asked what happened the technician came and was so rude and defensive and told me and the manager that when he got the phone it was like that, so now it was his word against mine and the manager said I must come back when the lady who booked in my phone is on duty. I told them I will be out of town for 3 days and they said I must come back whenever I'm back in town, so on Friday I drove to Brooklyn and I was told that the lady is not in and that the manager was not around also. I told them I cannot keep coming back for nothing as I am using my own petrol to try and resolve their mess, they told me that the manager will call me on Monday(5 Feb). Till today the manager is still calling me, I'm sitting with a phone that is faulty and there is no sound when I play my video so I really do not know if I'm being tested or what.