Absolutely terrible service from the start

Absolutely terrible service from the start. I bought a phone for my mom in March, and the touch screen stopped working. My aunt took it in for repairs over a week ago at the Eastgate shopping centre Samsung store. While she was in the queue, she noticed staff on TikTok, completely disinterested in helping customers. She stood for over 20 minutes in a queue where she was second in line. The phones were left ringing constantly with no one answering. Today we went to check on the progress, and the woman assisting us looked at us like she was doing us a favour by even speaking to us. After a week without the phone, we were told to “check next week” — no update, no ETA, nothing. This level of service is unacceptable for a brand like Samsung. I expected professionalism, efficiency, and basic courtesy, and got none of that. Very disappointing and I would not recommend this store to anyone.