I'm appalled by the service I have received!

On Monday the 13th of April 2015, I took my phone in for repairs at The VodaCom Customer Care at the Eastgate mall. I was told I would have someone contact me and let me know about the progress. I only received one SMS informing me that my phone was at the Advanced Repair Centre for assessment. I have had to track down my phone with other people's phones as I do not have a back-up phone. The insurance has been quiet and yet they said it takes them 3 days at most to respond. Today I decided to give them a call only to hear that they have been waiting for my response on what they should do? Why must I be going out of my way to find out what is going on when they are meant to keep in touch with me! They have had my phone for 9 working days now and seems like nothing has been done. Had I not called to find out what the delay was, who knows how long they would have kept quiet for. The poor communication has been a nightmare and I am not impressed at all! I just want my phone back!