Pathetic service

I took my phone to the Mtn store westgate first the consultant does not take the box with the phone 21 days later I told this.I take the box back and get no book in documents.2 weeks later I'm told by your consultant that the phone has a pin code.How the hell must I unlock the phone when it can't switch on!!!The phone was 2 months only when booked in it's another 2 months and I'm still getting stories.This is pathetic the Cpa act states that I'm allowed a replacement phone.This stupid consultant tells me the phone was booked in with no documents but with the box and it's a contract this is the dumbest thing I've heard.