MTN REFERRED ME TO A BAD SUPPLIER FOR REPAIRS

I took my malfunctioning phone to MTN Richards Bay on 05.02.2016 as I have a business contract and my phone is still under warranty.MTN said I must take the phone to TM Electronics for repairs.On 11.02.2016 I decided to check the progress of the phone with TM Electronics,I was told the job number I was given doesn't correspond to my details.I had to go to the branch.The lady there told me she can't find my phone anywhere on the system. She told me to describe the person I gave my phone to and went to talk to the guy.She told me the guy is busy with my phone so I must wait for it. After an about an hour of waiting I asked when the phone will be ready.The guy fixing the phone brought the phone to me and told me it needs Firmware upgrade and it needs to be taken to Durban for that.Why was my phone taken without being registered on the TM Electronics system?Why was the phone not taken to Durban yet because I took it to TM Electronics a week ago? If I didn't check on the phone when were they going to fix it? I even called the TM Electronics Durban branch and they said they'll get back to me shortly but they haven't.MTN must escalate this issue since they sent me to these people.