SAMSUNG Brooklyn not answering their phones

I handed in my phone at the Samsung Store in Brooklyn Mall for repairs on the 10th of January 2015. The microphone needed to be replaced. The person who assisted me told me that it would take between 4 and 6 weeks to be repaired. Now I know it has only been ? 5 weeks, but I have been trying to contact them to find out what the status is for the last 5 days. Phone is constantly engaged, and I mean CONSTANTLY. I have sent an email, but nobody has responded either. I don't live or work close to Brooklyn - I have to make 35km special drive to go and find out if my phone is ready. The phone was ringing between 08:00 and 09:00 this morning (of course they don't take calls before they open), so the phone can't be out of order. This is soooooo frustrating.