Pathetic Service

I handed in my Apple Iphone to be exchanged as per the I Store recommendation letter however it was booked in for repairs which was strange. The letter states that it must be exchanged.<br> Two weeks later the phone is still sitting at Repair Centre.<br> When i called to enquire I was told I did not Deactivate my phone therefore I must pay R330 ( absurd).<br> Why didn't the Consultant who took my phone in Menlyn not check that two weeks ago.<br> Is the turnaround not 7 days?<br> Why are they not exchanging my phone as per the I Store?<br> IMEI ***