********** service when you have a problem to be fixed

Bought Samsung 21 cellphone online November. Delivered in sealed box, once opened revealed phone only, no charger or cable. We have from previous phones so thought nothing of it. Phone became faulty & unusable in February and we started the online process to return for repair or replace. When we tried to follow up we found no contact details to send email, were forced to use the call centre. When asking consultants why nothing being done 3 weeks later the answer was that the phone had been returned to them with no cable. I said to not worry about the cable, we did not receive one so did not supply one, and did not expect them to supply a cable back to us at this stage. We simply could not get ANY of the consultants that we called to move this forward and the phone still sits there weeks later. From more than a week ago we have been trying to get it escalated. When I asked to be put through to a manager was put on hold for 25 minutes and then gave up. I called back and had to go through the whole rigmarole of explain again (each time we called) and asked that they get a manager to call me. I have tried that 3 times with no joy. So we are stuck without an expensive phone and extreme annoyance at pathetic service.