Poor service

On the 4th of February 2018 I booked in my Samsung S7Gold in at Somerset Mall walk in centre. After 2weeks I follow up on where my device is,It was a different consultant,everytime I called the branch it is a new person. I spoke with 4 diffrent consultant in one month and none of them at the branch called me back to say where my phone is and what's the status. I lodge a complaint at Head Office regarding the poor service,i only received a reference number and a phone call to ask did I get the device. After a few weeks Samsung somerset mall could not track my device and I went to Canal Walk repair centre.The manager there promise my phone will be delivered at my house.I received no response from Samsung and consulted leagal authority. The lawyer called them and they Samsung requested documents which I forwarded.It went to the extent that Samsung don't care to you customer escalated and complaint was forwarded to ombudsman.They had 15 working days to respond, I received a call from Samsung on 15May2018 stating that my device is lost and they going to replace it. I forwarded the document she required, including a letter. Note this is a contract phone and is lost for 4months,I pay my contract after 2 I called again to follow up nobody had call me from the claims department, as they said they will push for my device to be delivered in the week.Samsung do not care about their customers and this proofed it now even the service I received from Head Office.I ask in my letter to consider when replacing my device as I went threw alot and I am in need of my device as I'm doing a danger job to essential services.Not even did Samsung communicate to ombudsman. What type of service is this.