No status or Feedback on Warranty repair Whatsoever

On a Saturday 19 August 2017, I dropped my phone for repairs at Samsung smart care center in Constantia Roodepoort, Johannesburg – A Samsung S7 for a new screen under warranty. Believing that the repair would take an hour or two as this is what I have read & heard from people as long as it is not booked in at the Samsung or Vodacom branches where they send to the Samsung Smart Care Center I believe, anyway the lady who booked my phone in does not make me aware that there is 4 to 5 day waiting period for repair to be done and when all is completed tells me this, anyway I leave the phone hoping it will be get repaired fast & efficiently. That Monday 21 August 2017, I get an email from Refilwe with a go-ahead proforma invoice advising that the phone will get the screen under warranty however the middle housing will have to be paid for and need a payment for housing in advance before they can order the parts which I accept and do the payment efficiently and get sent back. Another lady Chantal sends me a message to advise that payment needs to be made in advance so that the repair can take 24 to 48hrs to repair. I email Refilwe who sent me the proforma invoice to find out how long for the phone to repair and the person tells me that they cannot tell me. In the mean time I hear of many people complaining that there are no parts for their Samsung phone and have been waiting for very long times. I decide to email Refilwe to find out what is the story and to this day after numerous emails no answer, I decide to call Refilwe a second time after the first time was busy and on the second call that person was still busy & spoke to a person Jeffrey who was very helpful and advised that he would find out what is happening, I did tell him that if it was possible for me to collect the phone as is as the phone works perfectly well and just needed a new screen & middle housing. Jeffrey did go find out and advised that my phone was dismantled and that I could not collect the phone and that he would make my phone a priority. I have in the meantime emailed Refilwe, Chantal and all management there and still not received no correspondence since sending me the proforma invoice and her acknowledgment that they received the signed proforma invoice and payment and would order the parts and since I have heard no correspondence to my emails since. Now my issue is why was I not informed of the situation around parts because then I could have taken my time to decide if I could wait or not. R1335 later no parts, no phone call, no communication. It’s the 31 August 2017, and still not one person has let me know what is happening about my phone except for Jeffrey calling me yesterday to advise that they have escalated this and does not know what is happening there however agrees with me on the terrible service I am receiving. I have tried calling the Samsung Smart Care Constantia the whole day yesterday and the telephones are always engaged or if you get through then you just sit and wait for someone to answer and eventually get cut off. I have laid a complaint with the Samsung SA yesterday and they have given me a reference number and advised me to give upto a 48hour period for them to investigate. I too called one of the managers/owners on their mobile phone yesterday about 5 times and left 1 message and still no reply to my calls. After reading all the complaints on Hellopeter about the Smart Care center in Constantia, I do not know how this company has lasted in business. Regards Nelson