WARRANTY TO REPLACE PHONE WITH NEW ONE

In July my phone went in with issues with the screen. Samsung then \reconnected"the lcd screen. 6 days after same thing occured. They then replaced my lcd screen & said if the phone gives the same problem 3 times they will give u a new phone. 5 months later the screen is doing the same & worse. So took it in on Mon 21st to go in to check. The lady said it will take 3 days. They will contact me with what the repairs dep says. I phoned yesterday from 11 till after 1. No one cares 2 answer. 24 Dec I go in 2 check if they've made a decision. Get 2 the counter the guy @ collections Craig is so rude. Says ur phone is still in the booking stage hasn't even gone 2 the technician. It takes 5-7 days which means you will only hear something next week maybe. We ask him what # can we phone 2 actually get an answer. As no one answers there. He says only 1 person is available 2 answer the phone in such a sarcastic manner. So he gives us Customer care #. Innocent there says he will contact them & get back2 me. No answer & they closed till Mon now. I would like clarity & info about my phone as Constansia branch not very forthcoming with assistance or info. bad service & unhelpful staff. :("""