Mtn in store up grades - the worst experience I have ever had

Mtn in store up grades - the worst experience I have ever had. I have been waiting at the Mtn store in Hemmingways East London for more than 3 hrs. I could have did the upgrade online but the choice of colours were not available for the device that I chose!? So now in store the consultant assisting me has first processed the admin of upgrading me. He opens the incorrect safe which took half an hour. Now have to wait another half hour to an hour for the other safe!? I have been on contract with MTN for 20 years... Now I'm also told that there will be a an upgrade fee!? The device I chose is a medium of range but really it could have been cheaper. But shame the consultant was good and he always kept me informed. I just think that the process is too long and at such an inconvenience. Really disappointing...