MTN Mega City- Store 0535

I booked my phone in for repairs(back camera had stopped working) on the 25 February 2019. I was informed that my phone would take 15 working days for repairs. I have been sent from pillar to post(after making an enquiry since 14 days passed and I haven't received my phone or received a progress) I was later informed that my phone was erroneously sent to Polokwane but they will make sure its sorted. After a month, I went to the store to do a follow up(there was never an effort to keep me updated) they then called the repairs and was told my phone would be a write-off since it has a crack at the bottom and lost its warranty. I was informed of the money I should pay so that I get a new phone instead. I informed them that I want my phone instead. I was referred to call the store manager by some lady I was telling about my frustrations with the store. The store manager promised to do a follow up and get back to me, which he didn't. I had requested him to make sure that I receive my phone back by the 27th March. He said maybe I would get it by the 29th. I still didn't receive my phone. Today, 03 April I went to the store again ( the landline is often busy/engaged or I would be informed that the lady who booked my phone is busy with the client so I would walk to the store and wait in the que to be assisted) the lady told me that she would still call the repairs, I asked why hasn't she called and she said she has been too busy. I told her I was not happy anymore. I called the manager to check what is it that he has done since I called and informed him of my troubles, he said he would get back to me. I then took it upon myself to try and call the repairs themselves to find out what is going on. I was shocked to find out that the repairs only received my phone on 15 March 2019, the response from me to reject the quote was also only received on 01 April 2019. I was kindly informed that the phone would be dispatched during some time next week. The phone was indeed not repaired because of the crack (which I fully accept) but I don't understand the bad customer service I was exposed to, the store did not seem to mind how I felt or how long I have been sent from pillar to post by them. Even when I called the manager, I informed him that I was given his cell number from one of his unhappy customer.