Cell C
Helpdesk unhelpful & repairs dept not answering

My Galaxy SII dropped by accident and the screen cracked and it is now useless to me -- I was told at the shop that my warranty should cover the repairs to the phone. I received an SMS from Cell-C this morning to accept or reject a quote of R4319.15 cent by phoning 140. Since this is is my first claim I assumed - R350 (Incl. VAT) excess as per your website FAQ. Since I can buy a new Galaxy SII for R3, 495, why would I pay Cell-C R4319.15 to have my phone "repaired"? I have made 3 calls to find out what is going on -- the help desk cannot help and the repairs dept do not pick up the phone. Please explain the following:
A) Why my claim is not being processed?
B) Why you would charge a loyal Cell-C customer R4319.15 -- much more than the going rate for an SII?
C) Why I am asked to phone help desk via sms and they have no way to assist me in this matter?

Reference numbers:
clc924720 & 3052000219

Company: Cell C
Country: South Africa
City: Cape Town

  <     >