Poor service

I handed in my Samsung tablet to Century city customer care as it stopped working & it is still under warrantee. I was told I would get a response 3-5 days - I got no feedback. So I phoned & was told my repair doesn't seem to exist & to hang on the line whilst the lady looked. 20 mins later the line went dead!! I tried several times to get hold of Samsung - they never answer. Eventually on Thursday I got through to some-one who said they were a bit backlogged but my tablet was with a technician & she would find out the correct job number for me & phone me back around lunchtime & I would get a response the next day. Well again - NO FEEDBACK. NO-ONE answers the phone. What is going on with Samsung??? Please can some-one from Samsung assist??