Really Bad service

Bad service!! WHY Pay For somerhing and then you get NOTHING We took our cellphone in for repairs they told us it is going to cost R1400 + we told them we have insurance and they called back to give is the access fee of R450 we have to pay, needles to say we did that two. We received the phone back and still no sound on it, and the phone did not wanted to charge, we took it back again and now they tell us that the process need to start all over because that fault was not specified the first time My question to you is How will we now what is wrong inside the phone if we cannot see it what goes on inside They only replaced the front and back covers I am really apsuled that Pensioners is treated this way and Pensioners who always Pay their account in full We are waiting now more than a month for this phone, how lo g do we need to wait more