Damaged Device & Pathetic Service - MTN Ballito Junction

Having had an issue with my cellular device, I decided to log it in for a warranty claim whilst it was still within warranty. Upon my visit to the MTN Ballito Junction branch, I was attended to by an agent on the 28th of February. I gave the lady all the information pertaining to my warranty claim. Without any communication, she removed my tempered glass and broke it in my presence. I asked what was she doing, and she claimed that it was procedure. Of which she did not inform me of before proceeding to remove this. Had she informed me, I would have gladly removed my tempered glass without breaking it. She then proceeded to removing the plastic from the back (plastic was not removed from initial purchase). My cellular device was in same condition as a brand new device, without any scratches or dents. After removing the plastic and tempered glass, she printed paperwork which contained a visual report, whereby she stated "None" regarding any damages or scratches to the device. I was asked to sign these documentation and then left my device with the agent. I was informed that I would receive a response within 3-6 weeks. After almost a month, I made contact with the MTN after sales contact centre to enquire about my cellular device. I was informed that my device was returned to the store on the 3rd of March. However I made this call on the 25th of March. Thereafter I proceeded to the store, of which I was attended to by another agent. I gave her the necessary information to obtain my device. Once she was back with my device and it was handed to me, I noticed deep grazings on the edges of my phone. That was not the condition my phone was handed in!!!!! To date, I am without my cellular device and have had no joy in getting this matter resolved which is highly frustrating. As loyal customers, we expect exceptional customer service from our service provider. It is this terrible service that forces me to change my service provider. MTN your customer service is pathetic!!!