lack of service

I have been to your store twice and left unhelped. Technician is never in and no one knows when he is working. They were supposed to call when he was available but I have been waiting since last week Thursday. This seems to be a general issue with Samsung needing a software upgrade. Next time I will be getting a IPhone. My current phone gets hot to the touch and burns me. This product and service offered is a joke. I don't know if my faith can be restore in this brand. I think this shall be my last.