Cell C
Still no feedback

I sent through an incident form on the 24.1.2013 and to date no word on my repair status, just called and the form was only allocated on Friday the 1.2.2013 to an assessor so now do i wait another week for an approval and no feedback, what type of service is this? i know it can take a while for repairs but now the delay is with C cover not repair centre?
Can i get some advise?