Samsung service is Horrible

Samsung service center in Constantia. The service is Horrible their processesare all wrong... i waited about 2 and a half hours to get my phone booked in for repairs on the hardware side... in the meantime other customers that have arrived after myself for book in and go have been helped before I have... and they cannot say there is different departments because from what I have observed is different counters doing different book ins such as hardware and then book in and go... i feel like this process, whatever it is, is **** and they should really look at changing, as they will lose customers like this and I for 1 will not hesitateto change brands