37 Days and ZERO response!!!

I took my Samsung S5 for repairs 37 days ago and i've received no feedback regarding the progress of my phone UNLESS i call.<br> The service has been absolutely disgusting and I've had to resort to buying a new handset as I was told that loan phones are issued only is SPECIAL cases.....I'm not sure what kind of case this is.<br> I'm not sure what happened to the amazing customer service Samsung had for the past 7 years that I've used their handsets.<br> <br> Very disappointing!