No feedback...

I'm very surprised to be getting poor service from Outsurance, and I really tried to get feedback for a week now to no avail (emails and phone calls). My Sony Xperia Z which comes with a water and shatterproof screen had a cracked screen, which was repaired, it cracked a month later after a light fall which I found strange. Having it fixed the second time I learned upon request that the new screen is not water or shatterproof which are the reasons I chose to get that phone. Now if I send a Toyota car in for repairs and receive it back with Opel parts, will that be acceptable?