Extremely slow repairs

I took my brand new Galaxy S6 Edge to the Constantia Part smart care service centre as the camera broke within the first week of getting the phone. They booked the phone in for service and indicated it will take 3 or 4 days as they have to send the phone off site - they don't carry spares because the phone is too new. It has been a week now, and I've phoned to follow up twice. Their feedback on progress is that the phone has not even been assessed by a technician yet. After a week! When I told them that this is not acceptable, all they say is that there is a backlog and my phone is in the queue. They can't even comment on when the phone would be assessed and repaired. This is horrible, horrible service! I expected much more from such a large and reputable company. Samsung, you should be embarrassed.