bad service MTN Fourways

i sent in my Huwaei Y6- Pro phone in for repairs as it was still under warranty on the 31 January 2018 and was informed that it would be repaired or that the turn around time will be 3 weeks. i just called now(23 February 2018) as spoke to a Patrick not sure of the name and was requested a IEM number informed them i don't have the details with me, i suggested that he use my Id , he first requested my cell number and informed me he will contact me shortly. when he did contact me he asked me what was wrong with my phone on my original request i had informed the person what the problems was.(what type of service is this??, surely they have a log book or method in which they keep track of the The agent or consultant made an excuse as said he would call the repairs.. I'm still awaiting his call for a response.i am honestly not happy with the service given , is this the service that they provide.