Bad response and service/ **** phone

Took my phone S5 to Bedforview repair centre just under two weeks ago. Phone has given me such issues from Battery to no wireless connection. They agreed to give a new phone, the repair centre called 7 days later to say she needs to repair I explained it had been repaired i can't use the phone. With that she promised to call back I now have called 3 times to find out where the phone is and no one has the decency to return the call. Today I waited on line for Chris the manager for 25 min. I ask the lady to promise me that Chris would call me back. Still no call. I think the service is unacceptable and disgusting how hard is it to get a phone call back with details. The phone is R10k which is not cheap and it doesn't work properly I have had endless issue and the phone has cost me money from buying extra batteries and power packs to lots of data. This is not the service I expected from Samsung South Africa.