Pathetic service from Samsung

About 4 - 5 weeks ago I took my Samsung Galaxy note 10 lite back to the MTN store in Ermelo where we rook out a contract because the phone does not charge at all - not with the cable or with a wireless charger. Samsung collected a phone from another MTN store and me and the store have been trying to get them to collect the phone. The phone is only a couple of months old and very expensive and this is not the level of service expected from Samsung! I had to buy another phone to use while waiting for Samsung to collect and fix my phone and it is costing me a lot of money in airtime to phone Samsung as I have to phone from my cell phone. They have now cancelled the repair and is sending the phone back and the more we try to explain that they collected a hone from the wrong store, the less they understand! My reference nr is ***