Slow service & no feedback

Exactly a week ago, I handed in my wife's phone in for repairs. Which is a Sony Xperia Z. Let me explain the nature of the problem before I tell my story...<br> The phone had trouble charging, and sometimes a message would come up which indicates that the battery is draining quicker than it's charging. So our initial thought is that its a battery problem, because the phone is already more than 2years old now, and is used alot.<br> Anyway, on with the story...Booked the phone in 8 Sept 2015. And the next day it was sent to Pretoria to the Advanced repair centre as indicated via the sms service which I thought was great. But then Thursday was the last communication via sms after the phone has entered the repair process. Thursday went by...then Friday..and now Monday...and after finding this a bit odd, as we should have received a phone call by now regarding the status of the phone, and so far up until now at the time of typing, nobody bothered to call me back. I spoke to the branch manager even to express my concern. After been promised somebody will call me back, and nobody does. And still don't know whats wrong with the phone..and Tuesday is also pretty much done.