Cellphone not repaired

My cellphone was 6 mths old still new and no damages no scratch but had a charging problem and i took it to MTN in Secunda for repairs, after a month it came back reason was it is BER, I realised that the battery contact pins are missing i called them to find out how can they say it's internal damage yet the phone is still new, i forgot the gentleman's name but he gave me attitude i am the one using the phone so i must know, i told the guy about the missing parts and i was told to bring it back.<br> I took it to the branch again, it went to HVRC after a month and half it came back again BER , the battery contact pins are still missing.<br> November i took it back again and the instructions were battery contact pins missing after handset went for repairs, I am told its internal damage yet contact pins are missing.<br> the phone was again taken for repairs 22.11.2014 up until today i haven't received it instead im told i have to Pay R330 at ABSA and they are still telling me about BER.<br> My concern is that phone is still new and the visual inspection report states it 's in good condition no scratches how can it be damaged internally and then battery contact pins are missing after it went for