Poor service Samsung Service Centre

First of all one never gets an answer when trying to call nor a reply on emails. I had to drive all the way to the shop to follow up on my phone repair that was suppose to only take 5-7 days, it's coming upto two weeks now. When I get there, I'm told my phone hasn't even been sent off yet. I'm very irritated and shocked at Samsungs poor service and the staff at Samsung service centre Century City