Samsung not delivering - Unsatified -inconvenience

On the 13th of May 2015 my Samsung S5 was collected for a screen repair. The ADH Premium Helpdesk had advised that the whole process takes about 5 working days and I would be getting a loan phone to use in the meantime. I was advised that throughout the process the repair centre would send me mails updating me on the status of my phone, this is yet to happen. Then the following week I was assured that the phone would be courier back no later than Monday the 25th. I had to escalate to Lisa the manager to tell her that her consultants promised me my phone back and did not communicate that there is a delay. What irritates me is that I have to initiate contact with the Helpdesk to get feedback and then I am given inaccurate information. For 3 weeks I've had no phone with Internet access and this is a major inconvenience.<br> Further to this a further 4 months down the line my phone screen cracks , this time it shatters to pieces , I've been told by an employee of Samsung that because the phones and parts are mass produced and that is the reason the quality does not last long. Contact me for the full story , as it gets worse and there is not enough space to type here