Cellphone !!!

I have cellphone contract with one of your jet stores(Maponya Mall)... my phone has been on repairs for almost 4 weeks now and everytime i call i get a different agent that gives me a different story, they claim that they called me,but ive never heard anything from them. My phone has a software problem,yet they claiming it has to be opened and i need to pay for the screen if they open it. Dont know why do you have to open the phone in order to solve a software issue... they trying to **** me to pay for something that i dont want them to fix!!!