Pathetic service

Still trying to get my phone sent in under warranty for repairs. Westwood store basically is unable to assist and says it's been rejected by the repairs department for reasons I do not understand, and that I must take it to the Gateway branch. Why must I go to another branch? Not the same company? I have sent an email to complaints department last week, still no response. I am now sitting with a defective phone I am expected to keep paying for. I have called in numerous times, and just been advised to go back to the store. I am without a vehicle right now, and Gateway is far away, so I don't understand why none of the stores in the area can assist me. This reeks of incompetence and a don't care attitude. Unimpressed. Considering porting to a new network once my 3 contracts expire.