Hisense worst customer service ever

We took a broken h30lite to them and they said they had no parts and they issued a letter that it will be replaced under warrantee but i have to take it to MTN and hand it in there .I did this and MTN did not follow the instruction and now its with their fixing partner being fixed its been 25 days now.So if Hisense jsut used common sense and replaced the phone directly i would ahve had the phone by now,their system is broken and they do not respond to emails at all.