Terrible customer service

I booked my phone in on 27.10.2015 with a shattered LCD screen .I followed up every day that week just to be told that the branch does not have stock and the request was escalated . I dont have a problem with the fact that there was no stock as i understand that part , my problem is besides the fact that i waited on the line for 2mins + for the call to be answered , is the lack of initiative taken by your customer service consultant . Today i called in to query my repair and i was told that the phone has been assigned to a technician and the part received. I asked her when more a less it would be completed and she responded with \ i dont know ""