Appalling bad service Smart Care Century City

Samsung Smart Care, Century City, Cape Town gives no service. I handed my under warranty Sumsung J1 serial no: R58H95FRPQP in on 12 Feb 2018 with a screen that does not work . It is now longer than a month and no one has contacted me with any information. The telephone does not get answered. I don't understand how Samsung can give such appalling bad service and still remain in business. It took about 2 hours to hand the phone in, because there was nobody working at the reception. The person that was supposed to take in the phones was having a private conversation in a office. The book in paper that I got from them, has no reference number.