Bad Service/Lack of knowledge

I booked my car in by Bosch Services in Parow almost 2 weeks ago. They send in my claim to SA Warranties, but still no feedback from them as in yet. I phoned a lot of time (using my own airtime) and holding on for 30 min. I was dealing with Thabiso and left 4 messanges and emailed him a few times as he doesn't phone me back nor email me back. I had to send an accessor out today to look what is wrong with the car (this happened this morning already). I just phoned now and the lady told me the accessor still needs to go out. I told he according to Bosch services they were there this morning. She said oooo ok then they still need to wait for the accessor to let them know and only then they can tell me how much they will pay. Everytime I phone they said that they are still awaiting on documents from Bosch even though they already received all documentation. This is really unacceptable!! And then They want to be rude if you phone them a lot of times as you want to know how far they are. I sit for 2 weeks already without a car and they are taking their time. My quote from Bosch was R42 000....