I went in for the repair of my Macbook Pro hard-di...

I went in for the repair of my Macbook Pro hard-disk crash. The team took in the laptop and guaranteed that the laptop will be fixed in 3 days, which they failed to do. Moreover, the laptop backpanel has all sorts of scratches and dents and even a small crack at one of the screw fitting areas. The outlet head person (seemingly) around there assured me of getting the backpanel replaced and since I was leaving town for 10 days, asked me to call back once I am back. Through this trip of mine, he calls up to inform me that the backpanel is not under "warranty" and hence I will have to pay for you guys having broken my laptop!? I have been trying to call the outlet for about 3 days now but nobody ever picks up the phone! What sort of pathetic service is this?