Faulty Cellphone

on the 23/09/2015 I logged a query with Edcon's Customer Relations Department regarding a cellphone which I took to Jet Mall of the North and on the 12/09/2015 for repairs and was never sent for repairs. a lady by the name phoned and sent me an email on the 25/09/2015 advising me that she has logged a query ref no:***/GO and the store and I should get a feedback within 48hours (Monday - 28/09/2015). today (28/09/2015) when I phoned Edcon to do a follow up I was told I need to wait for the store manager at Mall of the North to call me, the very same store manager is the one together with her staff member Lucious Lamola who failed to book my phone for repairs and for the past week she's been telling me she'll come back to and she never did. <br> <br> people I'm not asking for donation I just want my phone fixed is that too much to ask?<br> <br> what would it take for Edcon to send the phone for repairs?