No urgency with Customer Service

On 28/03/2016 I Handed in a cellphone which was 3 months old and kept on rebooting itself and Samsung failed to repair it twice! The phone was only picked up by MTN on 7/04 @ about 10:30 that's 8 working days AFTER being handed in!!??<br> On the 12/04 @ about 9:30 according to MTN After Sales Centre, the phone was still with the couriers! That is 4 days to travel +/- 30KM ?<br> To-day13/04 @ 10:30 the phone is still waiting to be booked into the repair centre for assessment!!!<br> Previously when dealing with Samsung directly, the turn around INCLUDING pickup and return was 5 days and I was notified by e-mail every time the phone moved ! Why cant you do the same. <br> Why dont you have an online electronic system to book-in your repairs, instead of relying on the famous \someone\" to remember to physically phone and get a reference number, so that they can phone (again) and request a pickup/collection -this is the process as explained to me by Edgars Staff who also claim they have trouble contacting MTM help desk, really?<br> I also would like a replacement - which has to be done by Edgars as per Samsung- and not a repair as twice they (Samsung) have failed to repair the phone."