I sent my Xperia Z1 for repairs, Cant seen to get it back

I bought my unlocked Xperia Z1 on December 2013. I later bought my the Extended Warraty with ADH because I know accidents happen. On July 2014, I dropped my phone on the pavement and I called the Xperia Support, where they told me to send it to the Sony Mobile Repair Area in Laredo, Texas. After a week, they sent me an email, regarding how much would it cost to repair my phone. I told them I had the Extended Warraty with ADH, and they replied saying they would transfer the phone to the Extended warranty department, because they dont handle phones with extended warranty, and to call in a few days, that I should be able to have status on my phone.
I called a couple of days later, and the representative told me that the phone was being mail to me. The next day, I got an email from UPS with the tracking # and the imformation of the mail order. The address the phone was being sent to was the Laredo address not mine, so I called again to verify what was going on. They told me the phone was being sent to the Exchange Area and that I should call them to check the status of my phone.
I called them and they tell me that they dont have any information regarding my Xperia Z1. I called back to the Sony Mobile Repair Area, and they dont have it either.
Since July 28, to this day, Ive been calling everyday to see if they have any information about my Xperia Z1. They keep telling me they will escalate the case and that they would get back to me soon. They never do. Horrible customer service. They keep hanging up on me. Ive been phoneless for a month, with no way to contact my family members when im not home, and no information about my phone.
I read all the horror stories of this place and they're all true. Right now I just want to file a huge complain about this place. I would like to know how? And if there is any way I can get my phone before the end of next week since Im going out of the country.

Sorry to hear about this,contact a staff member:
http://talk.sonymobile.com/t5/Welcome/Community-users/m-p/634967
All we have to decide is what to do with the time that is given to us - J.R.R. Tolkien

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