Shocked

I took my phone to Cell C Boulders to be repaired. A consultant by the name of Given advised me that the phone will have to be booked in for repairs. I told him its fine but I'm requesting for the phone to be replaced as this is the fourth time I'm bring the same phone to be repaired. He told me that I need to take the phone to Buccleuch and request for a replacement. When I spoke to Elvis the manager of the store he told me that they are only a franchise and do not deal with replacements. Exactly what is their job? Elvis also told me to call customer care, customer care told me repairs. Repairs tell me that the phone is out of 3 months workman's warranty and I will have to pay for it to be repaired. I was never advised of such terms and condition when the phone is given back to me from the last repair. My phone is still having the same problem