Phone damaged and no service

We handed our Sonia Experia that was on a two year contract in for a software upgrade on the 01 May 2015 not expecting any problems. Receiving the phone back only month later due to strikes in MTN, we also found that it's SIM reader was damaged and after taking it to the I'langa Mall branch to check it for us they confirmed that it wasnt working. After all of this 2 months later we were very frustrated and left the phone in my vehicle. We then In August decided to try again to give it in for a quotation and repairs and still being upset with the lack of understanding that we did not break the phone. They sent us quote via sms indicating it being R330 for just looking at and R1200 to repair. So in frustration my wife said no to the sms as what need to be repaired was not related to the reason why it was sent in. I then went into shop and called service centre to continue with repairs to at least get a phone to use again. Friday they notify us again only by sms that the quote have increased by another R1000. This was pushing it now. I think this is just totally unacceptable treatment given to a customer (my wife) and treated as if she was bothering them with this unimportant issue.