HTC / Touch Diamond — Bad support

I went to HTC branch at Cairo (11 Omar Ebn El-Khatab st., Ramo building in front of City Stars, Cair, Egypt) to solve a technical problem with my screen. I have the following complaints:
1- Only 1 technical support representative (a female), and I had to wait for about 30 mins until she is finished with another customer.
2- Then I gave her my (HTC touch diamond) and described the its problem (some time the screen doesn’t respond to my touch or respond with misalignment and I receive an error message whenever I switch the device on). She told me that I should leave the device for 48 hours for Hardware check !! (I don’t know what needs all this very long time??!!). I do all my work through email and mobile as a regional manager, and it’s too hard for me to stay without it for this time.
3- She also told me that I should receive my device back coming Saturday 22/8 (After 96 hours!!), because they will not work on my device today (so today is not counted). They will start working tomorrow 19/8/09 and will end After tomorrow (20/8), but I can’t receive it at 20/8 end of day (I don’t know why). 21/8 will be a day off (Friday) so I should come to receive it at Saturday 22/8 !!
4- When I asked her to write the receiving date on the (work order she gave me, # 126 05), she refused and said she can only TELL me the date but cannot WRITE it, and I can write a complaint if I come at 22/8 and didn’t find the device ready !!
I am totally shocked and dissatisfied due all the above complaints, and I couldn’t imagine that this is the attitude and behavior of the HTC employees and I am sure this is not the HTC standard processes globally.
Appreciate your fast help.

Eng. Ahmad Yusuf
[protected]
[protected]@yahoo.com
Owner of HTC touch diamond
Serial Ht840
IMEI: [protected]
Serial: HT840 GN34365
Purchase date: 21/3/09
Warranty: 12 month