Cannot book in device due to packageing issue.

I upgraded my son's contract on the 01/07/2015 at Eikestad Mall, Stellenbosh. On the 17/07/2015 the Samsung S6 switched off. The battery was on about 80% when the handset died. Going to MTN head office in Sandton, I was advised that taking the handset directly to MTN Mid Rand would speed up the process. I took the handset in on the 21/07/2015, the handset was booked in under warranty. I was told that I could call the next day to enquire about the assessment, so much for customer service that I have to phone MTN, I would be given a ref number to have the device replaced by the store that I did the purchase from. I told them that this is not possible as the store is in Stellenbosh and we are in Gauteng. I must phone MTN Stellenbosh and ask them who I can get a replacement handset from. Once more fantastic service from MTN. On the 22/07/2015 I was called informing me that the assessment cannot be done as I had not booked in the charger. I was not asked to book in the charger on the 21/07/2015. I informed the caller that I no longer had the box for the charger, he said no problem we will make a plan. In terms of s56 of the Consumer Protection Act this device needs to be replaced.