No Feedback and Long Waiting Times

Handed Samsung Note 4 in for repairs in December (had to wait over an hour to be seen). Could not get through to numbers provided as no feedback received. Phone broke again with same fault. Handed in 2/1/16. Advised should be ready in 3 days. Called again but numbers still not working. Went in to see them advised would take another 3 days. Called again numbers not working. Called call center 18/1/16, Manager (Praveen) said would call back. Still no call back. Not sure why Samsung believes treating customers this way is acceptable. No-one seems to care. What recourse can I take as no-one wnats to give me the Directors details to lay a formal complaint. Even sent emails and told feedback will be provided.