Unprofessional service

I visited Mr Price Thorn tree shopping complex on the 20th to return my phone for repair. I bought it last month, so it's still under warranty. I was assisted by the lady named Brenda, she works with cellphones at the store. She is struggling to book my phone, she says she requested a form from their customer service department and she hasn't received it as yet. According to her, my phone can't be booked in until she receives that form and I fill in my details and sign. My frustration is that, why isn't there a simple process for such and do I have to keep going back to the store for such a simple service request. I find this very disrespectful as a client because when I purchase the device the process was very quick and smooth and now I'm being treated like a nuisance. I've been to other stores with same service request and their level of professionalism on point. I don't think I'll make another mistake of purchasing a phone at Mr Price.