zero customer service

I had my new Samsung s5 for six weeks and I could no longer hear callers talking. Also bad at picking up wifi, so I drove all tthe way to century city last Saturday at my time and my cost, to get it repaired. I was told no stand in phone offered and no backup option which erks me but I know cell companies work that way....fine. It's nowThursday. Haven't heard a word. Have left ten messages for chris, the customer service mmanager. No wonder their service is so bad when the manager can't even be bothered. The reception lady tells me phone is ready i must collect....are they joking? ? Their brand new faulty phone, my cost and mission to get it there,lose all my pics etc, like they r doing me a favour....now they don'teven make a plan to get Iit back to me??? Actually. ....They don't even call me back at all!!!! Worst service ever ever. So disappointed.