Disgusting Customer Service

took brand new Samsung S5 mini to this shop because screen stopped working after a few days. Mbali told me phone has to go to Umhlanga for investigation as to why it is not working and they will decide if i get a repair done or a new phone and that this will take no more than 2 weeks. i tried phoning the store on their listed number *** for 3 weeks and no one bothers to answer, i even phoned Spec Savers next door to this MTN shop and asked a friend to go give them my number so someone can phone me back and no one did. So after 3 weeks i made the effort to drive an hours drive to Ballito to go stand in their cue and once again experience their terrible service. Sarika told me my phone was approved to be replaced long time ago but that i have to come back another time cause they have no stock. i explained to her that i cannot drive 2 hours here and back again and she needs to make a plan because i have tried phoning so many times and they dont communicate with their customers. She then promised that by last monday 9-2-2015 she would arrange for me to collect my new phone from MTN in Richardsbay. I never heard from her and no other branch can help me! i am so disappointed!!!