Whats the point of customer policys

I baught a blackberry 9720 from them wich is giving problems with batry and speaker they then sended it in for diagnostics and came back with a false report saying its water damage i tried going in store to resolve the matter but then i was told that i have to bare the costs of the repair wich is false and i have to pay the service fees to mtn wich is 330 and now forced to do so to get my phone back they have a 21 day repair policy wich states (THAT IF THEY CANT FIX OR RESOLVE THE PROBLEM WITHIN 21 DAYS THAT THEY WILL BARE THE COST AND ISUE WITH A NEW PRODUCT) wich never happened and now i dont have any warantee or garauntee due to mtn false report i requested that they recheck they then rep**** to me that they are checking into the matter but over a week now no response again. And i really think its time that they suite up and do as they are suposed to i need my phone no problem i have to pay for it big problem what is the use for my extended gaurantee and 1 year supplier warantee then.I took the phone back on the 11th of May 2015.and still i dont have my product new or repaired.