Bad customer service

I got bad customer service at Jet Mall of Africa recently. I took my cellphone for repairs under the cellphone insurance I have with the store end of August this year and it's not back yet. I went last week to enquire since I didn't get any feedback and their system was down. I went again this week and was told my phone hasn't been logged for repairs on their system and got logged that day. I was told I'll get an SMS that day and even today I haven't received it.