STAFF CLUELESS ON POLICIES AND PROCEDURES!!! WAIST OF MY TIME!!

I got a Samsung Note 10 Lite in November 2020 from MTN Ferndale on Republic, the unit no longer wants to switch on, so yesterday I took it in to find out what can be done about it, on arrival the gentleman who help me informed me that he would book it in for repairs as it's still under warranty, I had to go back home to get the headphones and charger, on my return the guy who helped me was not there, I was then told by a very rude lady "wearing a Samsung Jacket" that I have to take the phone to Samsung myself, she told me that if they booked it in that it could be 3 weeks before Samsung will collect the phone? I only get off one day a month, so by being stuffed around by your staff I now have to wait for a month before I can get to Samsung!!! WHAT IS THE CORRECT PROCEDURE?