Does your staff know the procedures ?

On 31 Jan I took my Sony Experia into the MTN store in Canal Walk as the clip on the side (where sim card goes in)is lose &doesn't seal properly.This means I wont be able to use it for under water pics which is why I got that phone. I spoke to Densil ( think that's his name), & he would have submitted under Warranty but I did not have my ID, but said it would not be a problem, I must however bring the box & accessories along. I went to an MTN store Kenilworth centre. The girl there explained same as Densil but said they are a Franchise store so she cant submit it. I understood & went back to MTN CAnal Walk on Saturday 7th Feb. The girl that helped me (if that's what you call it), really made me angry! I explained we were there last week but never had my ID and needed to have the phone sent in under the warranty. She made a copy of my ID and said that if she is to send the phne off, they are going to reject my claim and then charge me for the repair and if I refuse to pay for the repair they are going to charge me R330 for quotation. She felt it is better, in her opinion to take it directly to the repair centre and pay myself. MTN please tell me if this is your after sales service?