Cell phone stopped working after 2 weeks

I bought a Samsung A2 Core for my daughter in October and 2 weeks later the cellphone stopped working and my daughter took it to the nearest Jet which is in Tibane. They told her that they will contact her when then they send the phone for repairs and will contact her again when it was repaired. Up until today my daughter hasn't heard anything from them. So I need to know where my daughter's cellphone is and whether it was fixed. Why is it so difficult for them to contact my daughter? Is this how they are supposed to do it?