Service - what service!!!!

Samsung Call Centre Cape Town - shocking! After the response from Samsung via Hello Peter on 12/01/2016 - still no response. After numerous phone calls I was informed that there is only one person logging the goods and it takes time - since the 6th of Jan no response!! But, I was informed the turn around time is 3-5 days????? Once again I phoned today and after becoming agitated and insisting on speaking to some else than Tracy (which I have spoken to 4 times previously) I was informed that the phone is with a technician and there are parts awaiting. Why no communication? I was told that I will be texted when my phone is ready for collection. And that will be when - response 3 -5 days - sorry for not trusting Samsung right now! I have a brand new phone of 4 months which has been out of order for a month of which I am obviously still paying and to top it all I was informed that over heating is a common problem and there is no guarantee that it will not happen again. So, I am paying for something I don't have, I have no idea when I will get it back and nobody is communication after all info was provided!!!! Absolutely shocking - never SAMSUNG again!!!