WORST CUSTOMER SERVICE/HIDING BEHIND SLA

My device has been in for repairs now since 3 March..2nd time. 1st time the device was booked in & within 3 days I got a response that it had been fixed & was ready for collection. I went to collect it, asked for testing to be done before I walked away and discovered the device was not working at all and so had not been fixed! So booked it in again & started monitoring status of progress online...status did not change at all...I had to call in several times to manually check where it was at. Eventually it arrived at the ARC (Advanced Repair Centre) where again status just wasn't updating at all...and if I wanted to check what was happening I had to call in via telephone. I was initially told the SLA (turnaround time was 14 business days)...that expired last week Friday...I called in to escalate the matter and no one is responding to me at all...status online is not updating and I have to keep on phoning in to check whats happening...worst worst customer service ever...guys if you wanna keep the device and you have failed to fix it, then by all means say so and I can move on and buy something different from someone else...seems you're too big to care for your small customers.