Disgusting Service from Samsung Smart Care century city

I sent my phone in over a month ago after being told it would be repaired after two weeks. I now after painful long waits trying to get through on the phone... get shoved from pillar to post as they cannot give me an answer besides they do not have the parts to repair it yet. I think the service is pathetic and they should not have and email address advertised neither as no one ever replies. To top it off i paid for this repair so now that they got paid is this why the service sucks? or perhaps you dont need the business?