Terrible warranty repair process

I upgraded to a Samsung S6 edge on 10/02/2016, just to realize that the buttons on the left of the screen were not working. I took the phone back on 11/02/2016 (the next day - well within my 7 day period). My phone had a screen protector on (which i purchased the day before for R500). I was advised that I would have a new phone by the next day as i was going on holiday (did not happen - took 3 weeks). I was further advised that we should not remove the screen protector and that they will replace it if they approve a new phone. Today i am informed that they have to phone the repair center to find out where my screen protector is. And although it will not work the same on the new phone, i have to reuse the old one. I thereafter phoned the service center and they are stating that the branch should not have informed me to not remove the screen protector as the service center agreement specifically states that they do not accept the screen protectors and will destroy them if they are still on the phone. So fed up with the bad service throughout this upgrade.