Phone stll not repaired after 3 weeks

I took my woman's phone to the customer care centre in constantia 14th avenue on the 31 August 2015. The phone was not charging. I was told it would be ready in 7 days. We are told stories about parts everytime we try to follow-up. 21 days after taking the phone there, it is still not ready. The job ref number is SE133176. What kind of pathetic customer service is this? Do we always have to complain in order to get assistance in that place?