Terrible service, lack of product knowledge

I am very disappointed in the service I receive from MTN Kathu in the village mall shopping centre. I took my Samsung S4 mini to the shop with a broken screen. The lady on duty the Day was Kara and I asked her if I can claim a free screen repair on this phone where she rep**** yes. If she knew her own products and had told me no, I wouldn't have sent in the phone in the first place.<br> I sent in the phone on the 29th of Jan. I was contacted two weeks later to tell me I don't get a free repair on the S4 mini??? Today on the 23rd of March was my third follow up at the shop to find out where my phone was after I instructed them not to repair. Today for the first time I was told that I needed to pay a R330 bill before my phone will be sent back to me. Are they mad?!!<br> My questions now: 1) Why must I pay for a dealer with zero knowledge of their products and warranty that could have told me that there are no screen repairs on the S4's? 2) Why did the people at the repair centre even touch the phone if they saw the incorrect paperwork stating screen claim on an S4 mini?<br> This is the most terrible service I had in years at MTN. When there's loadshedding, no reception! Suspect faulty ups.