Poor After Sales

We purchased a cell phone from Makro in November. The phone is now defective. I took it in 2 weeks back to Makro and was told that it needs to be sent in for repairs. We followed up last week as was told that someone will call us back. As nobody called us, we followed up yesterday and was told that Makro did receive the phone but nobody cared to call us back ! As we needed the phone urgently my husband rushed down to Makro and picked up the phone. We then noted that the phone is still defective. I called back to Returns and spoke to Tracy. She says they have to send the phone for repairs to the supplier 3 TIMES before they could replace or refund the phone. Does Makro think we have time ? I said to her the phone is urgent as my husband is a Store manager and needs his phone throughout the day. I think this is a really poor after care! Very disappointed with this service.