Disappearing Device

I booked my Samsung blu ray dvd player into the Samsung Centre on 14th Ave , Constantia Kloof on the 21st September 2017.

On the 6th November , I called to find out what exactly is happening since I had not received any feedback since the time it was booked in only to discover that the Centre had been closed down. I eventually got a hold of a number to contact which I immediately did. I spoke to Sibusiso who took down all my details as well as the job number under which my dvd player was booked in under. ( ********** 088 ref for the call) He told me that my query would be escalated & that I would receive feedback between 24/48 hrs. Today is the 20th November & I have not heard from Samsung.

Why was I not informed that the Centre had been closed down? Why did I as the Customer have to hunt down a number for Samsung & call in?

I do not have any inclination as to where my blu ray dvd player is or what condition it is in. I do not want any excuses from Samsung , I expect my dvd player to be replaced with a brand new one. I expect to be contacted & my complaint dealt with professionally , do not get junior staff to contact me only Management.