PHONE HANDED IN 11 JANUARY 2015 STILL NOT REPAIRED

My son's Sony Xpera's screen cracked and he handed it in at Melrose Arch where he bought the phone for repairs/replacement. He has and still is paying his insurance and phone. First the phone was send to get a quote for repairs or replacement but they couldn't do it as they where doing stock taking, eventually it was decided that the screen would be replaced quote R3000. He was told by Melrose Arch branch manager, Sumeya Ramchuran to deal with the insurance. Well the insurance didn't have any paperwork on this and then all of a sudden they had two quotes for the same phone and repairs. They then told my son that they need to send the phone back to Melrose Arch so that they could cancel the two quotes and submit a new one. Last week he was given a line manager's name and contact number but he doesn't answer his phone. I then posted on Facebook on the 23rd February with the name and number and they messaged me that they are looking into the matter and will contact me soonest. They are also deleting the post due the name and contact number appearing in the post. Posted again today and nothing. Branch manager at Melrose Arch off sick.