Useless staff with useless feedback

I handed my phone in for a warranty repair on the 21st January 2018. I still have not received my phone back. I have received SMSs confirming that my phone has gone into a repair phase, left repair phase and entered a device swap-out phase, go back into repair phase, and go into quality control. Upon phoning the shop they tell me that they are waiting for a credit to do a device swap out. How can the feedback SMSs be giving me a different story to what the staff at the store give? Does no on in this dam business have a clue what is going on. I don't understand how a 1 hour repair job (cracked but functioning screen) can take 12 working days!! Furthermore I have been phoning the shop for the last 15 minutes whilst typing this and there is zero answer. Do your staff even bother to pitch to work or are they deliberately ignoring the call? Perhaps they are just that *******.

Please get hold of me to sort this out. At this rate I will take my phone straight to Huawei as they will do a better job.