Poor response from Samsung Service Centre - Century City

Handed in our Samsung Mobile phone to Samsung Century City on the 22 Jan 2018 - service order ********** 935. They said they would provide with a quote within a day or 2. Tried to phone on Thursday 25 Jan, but no one answered the phone, also sent an email no response. Tried again on Friday 26 Jan no one answered the phone sent another email. No response. Monday tried calling again - no one answered the phone , so sent another email. Now they respond with an automated email "we have received your query and will get back to you" . I have repeated online chats with Samsung South Africa who tried to assist but are also not able to get an answer. It has now been 7 working days and I still have not received a quote