Mtn store killarney

morning I am so disappointed in the service I got from Mtn store in killarney mall.i bought a phone in truworths using Mtn network however I wanted to transfer all my contacts and other apps to the new phone..so this lady by the name of Lennolene she told me that she can't help me I must go where I bought the phone,and I was told again that this is simple and it is a self service..is this how we supposed to be treated when we dont know??