Pathetic service

Booked my phone in for repairs @ the Westgate Vodacom repair centre. It didn't want to go on or charge. I then received a Job number. It got send to the Cresta Repair centre on 26.02.2015. After several weeks I actually phoned them on the status of my phone. They then said that they actually sent a qoute through and that it remained unanswered. I then phoned my insurance company Vodacom Sell-sure. They then sent trough the approval. On 20.01.2015 I received an sms that my phone was sent back to Westgate repair centre. I went there to pick it up and to my surprise found out that they sent back the phone without it being repaired. I then once again completed a form to send in the phone. On 07.04.2015 I phone the Westgate repair centre to query the status of repair, it was sent back to Westgate on 26.03.2015 without it being repaired. The same excuse is being used that the quote remained unanswered. To whom did they send the quote as I received nothing. The communication is totally bad. It has been almost four months. Now they want to charge me additional excess to replace the phone, but I think it will be a quicker solution. Why do I take out insurance???