Incompatent Service and Staff

I have booked my Samsung in on the 4th December, after of which I was told on the day it will take 4-5 working days, its been 2 weeks and all they are saying is they waiting on parts. Spoke to Reception - JESSIE (so she say her name is) and I asked to speak to the person in charge of which she said his name is ELCARDO but doesn't know his surname and he is busy I cannot speak to him. This is really pathetic service!