Service level disagreement

<p>I started a new contract with MTN on the 6th of June 2016. The following Monday the cellphone (Samsung galaxy S7) switched off. The issue happened at 6 o'clock late the afternoon. All the MTN shops were closed already. </p> <p> </p> <p>I then proceeded to take the phone to the shop the following day only to find out that the failure happened just outside the "7 day" warrenty period. If it happened before the cut off date, they would have exchanged the cellphone with no issue, meaning that the cellphone needed to be sent away for inspection.</p> <p> </p> <p>MTN told me that it would take a maximum of 5 days to provide me with feedback regarding the cellphone repair/ exchange status. To this day, 11 days later (7 working days ), I have yet to hear anything from MTN. MTN says that their hands are tied, but how can I pay for a cellphone that I have only been able to use for a few days.</p> <p> </p> <p> </p>