cant believe the poor service

Shocked at the lack of service at the samsung headoffice regarding my repair of my S5. In the past itbwas dealt with super fast. Now it only took 4 days just to get a quote at 4:55pm on a friday afternoon.... to do what with?? <br> Dont understand the faults the claim to have found on myphone. Mi called and askedbto speak to a technician who can explain to me the quote and everything that is wrong. They told me that they do not phone cleints back and are not available to speak to at all.... that i have to mail them back. Since then my query has been bounced twice to consultants with no answers. Im appauled at the lack and speed of service. I love samsung and have a few procucts, and so do my whole family. Is it time to move on??? Really??? I wanto speak to someone with answers today still. I want my phone asap. But with the lack of comunication and passing the buck it seems like its gonna take a month!!!!! Please someone senior call me asap to sort this out. I really do not wanto change to a new brand. <br>