Customer service

I bought a Hisense cellphone Dec 22 at Soshanguve crossing, then the phone just went off, took it in for repairs at Pep in Pretoria North on 04 Jan 23. I went 3 times to check how far they are as it was over 3 months. I went mid April the last time I checked on it was 26 April 23.they made me wait 30min and promised to call me back later and till this day 3rd of May they are still calling to give update. How far are the repairs and what's the hold up.