Customer service seriously lacking.....

At first I went to the Stellenbosch branch in Eikestad Mall because I had no network connections and the keypad kept disappearing when I'm trying to type. They advised me to go to the repair centre at Somerset Mall, which I did straight after. I explained to the consultant- can't recall her name and she said the phone will need to be sent to Jhb for repairs. She at no point informed me of my option of requesting a hire phone while waiting for the repairs, even after I stressed the inconvenience it might cause, so I left. The problem has worsened in the meantime, so I called the branch in Somerset again, and spoke to Antionette. I voiced my dissatisfaction with the previous consultant not informing me earlier cause the phone could have been sent off by now. So I asked if I will be provided with a hire phone should I drop mine today and she said she can's say cause many people take the hire phones while theirs are in repairs. She promised to get someone to call me back but I'm still waiting. I find this very unacceptable since the level of service I got from her was lacking interest in finding a solution after I already visited the branch last week, where's going the extra mile?