Ridiculous customer service at Telkom and Huawei

We have our cellphone contracts at Telkom. my husband upgraded for the Huawei P10Lite on 2 June 2018. The next day he noticed that the camera of the phone is cracked. He took the phone back to the Telkom store in Greenstone Mall on 3 June. They sent the phone to the repair centre. Up until today we haven't had any feedback on what the problem is, how it is going to be resolved, what it is going to cost us and will it be under warrentee. The store does not even have the repair centre's contact details as they communicate on emails, so we are unable to contact them ourselves. It is a month now with no feedback.