Virgin Mobile South Africa
Terrible Customer Service and Cellphone Repairs

I sent my phone in for repairs about two weeks ago.
My first case of shocking service was how hard it was to get Virgin to come fetch my phone for repairs I eventually had to resort to driving into the Easgate Branch to send the phone in.
I was promised at the said store twice that I would be given a quote that I could ACCEPT or DECLINE before they started fixing my phone.
Earlier this week I remembered my phone is insured with Virgin Insurance and that I am covered for the fault in my phone. Virgin insurance requested that we get the phone out of the repair centre and that the repair centre NOT repair my phone.

I phoned the Eastgate branch to get assistance with this because my numerous phone calls to your repair centre were NEVER answered.
I was then told by a salesperson by the name of Lebo to phone back the next day to REMIND her to phone the repair centre to check on the phones status.
After this SHOCKING customer service the store manager informed me that the phone cannot be sent back to the store until the quote comes through and she can reject it.
Today I got an SMS saying my phone is awaiting the parts needed to fix it.
WHAT THE!? Would someone in management plz call