Lack of support

So i sent my samsung S4 into TTS on the 26th of Feb. 28th of Feb i received an sms to say my phone is ready. I arrive at TTS only to be told sorry that was a computer generated sms. your phone is ready however we are awaiting a lock code from samsung head office to \unblock"your phone. It is now the 7th of March. Apparently they are still awaiting a lock code from samsung head office after many promises that it should be ready with in a day or 2. we are nearing the 2 weeks mark. If it is just a lock code they are waiting for why can they not pick up the phone and phone it through. this service is disgusting at the moment as this is a work phone that i require."""