Telecomm Industry Not Contactable!!!

Job # ***. Samsung S4 was dropped off on the Thurs 22 Oct 2015 for Liquid damage and a cracked screen repair covered by their ADH policy (in which you receive 2 free screens/liquid repairs) I was told the phone would be ready for collection in 5-7 working days - during which time I was unable to contact the store at all (***). Finally on Friday the 30 Oct I was contacted by the store, saying the phone had been assessed - but not repaired, and they required authorisation to fix other parts of the phone not covered by the ADH policy. (Front camera & frame) Should I not authorise the repairs that I have to pay cash for - they would not fix the portion that fell under the policy. I have to date not received the quote for the cash component, nor had a response to my numerous emails. And on the 2 occasions the phone was actually answered - Geoffery was unable to transfer me to Lesego/Refilwe who were apparently the only people able to assist me. On the 4th Of Nov, I am still without a phone, or able to contact the store. Short of driving to the store - I am at a loss on finding a suitable way to deal with such a pathetic level of service!! Clearly jobs are not valued!