Have all companies lost customer focus?

I took my phone in for repairs on the 2nd of October 2015. After queuing for 1 hr 40mns and dealing with consultants with a bad attitude (in my highly pregnant state), I was informed I need to obtain a copy of the contract and POP. After an endless run -around from Vodacom (few days short of 2 weeks) ,to obtain POP and contract, I sent the documents through to Samsung, and gave the go ahead for the repairs, indicating the inconvenience during this period as they do not even issue a courtesy phone. I got one e-mail follow up from Refilwe Mahlangu to whom I sent documents and confirmed go ahead. Since my booking my phone in, I have called them daily and NO ONE EVER picks up. I complained a number of times to Refilwe regarding this, and lack of feedback- no one bothered to call me back. Instead i started receiving sms's indicating they are waiting for a go ahead on the quote! I informed Reflwe of this, no response! How do I get through to anyone??Miraculously, my call was picked up today, and I was informed that I have not responded to their e-mail regarding the quotation??!!! I related everything to the consultant who then tried to put me through to Refilwe. The call was dropped!