In Warranty / Out of Warranty repair

Good day,<br> Since 27th August 2015, i have been struggling to have my handset repaired. <br> After my initial repair was deemed in-warranty and certain defects repaired, i immediately sent it back as my main issues were not resolved. This time around i was quoted. Upon querying the quote and the reason for the repair being deemed out of warranty, i have been struggling to even get the initial quote back. Each time i sent the phone in, it was returned with a software update app****. I can do my own software update thank you very much. Even after i attached photos of the LCD defect/damage, they app**** a software update... seriously?<br> When i finally lost my cool and got the number of the ARC, the technician said the phone have been there a couple of times but they did not find anything wrong with it. They never received the photos i sent. Upon sending them the pics, they requested i sent the handset back. How do you assess a phone if you are the Advanced Repair Centre?? Do you ONLY use the built-in android Self Diagnostic Test? <br> again.. seriously?<br> Now i have booked it in again, job number ***9. This time as an insurance claim. perhaps if for my account, they will see the defects.<br>