Was NOT given proper info when phone was booked in

On the 02/01/2015, I went into the MTN store at book for phone in for repairs. The lady that I dealt with did inform me that my phone is under warranty but I need to bring the phone with the box & all it's contents eg. earphones. I told her that I do not have the earphones anymore & not sure if I have all the contents. I informed her that I would like to get the phone fixed, why do I need the earphones! I then told her that I took the phone a couple months earlier from that same store & all the information should be on there system. The lady just then proceeded to print forms and give it to me to complete. She also inspected my phone for scratches and noted it on the form.While the form was being completed the lady was quiet. I asked how long it would take to repair & she told me 10 days. I did not hear back from MTN , so on the 20/01/2014, I decided to go to MTN & was told that the phone is on it's way back to there store and will be there by Thursday. I then went back to MTN on 25/01/2014 and was told that the quote was rejected and I need to pay R2000 to fix the phone. The lady told me to call the tech support to follow up on my phone. (Not enough space to finish the story).