No customer service

took my Samsung S3 into store as it froze all the time. I was told it was water damage that caused this and that the motherboard would need to be replaces as well as phone was not charging. A week later beginning of June took phone back to have booked in. All I needed was a quote for insurance purposes. I was told it would take 3-4 working days. I went back to Samsung last week asking what's happening was told they have not looked at phone as yet. It's now 3 weeks since phone been there as still nothing happening. I urgently need this quote for my insurance as this phone is obsolete. What am I suppose to do. Am loaning a phone until I can get a new one.