POOR SERVICE AT SERVICE CENTRE

I took my malfunctioning phone to TM Electronics in Richards Bay on 05.02.2016 for repairs under warranty.On 11.02.2016 I decided to check the progress of the phone with TM Electronics,I was told the job number I was given (4373) doesn't correspond to my details.I had to go to the branch.The lady(name Portia) there told me she can't locate my phone on the system.Portia told me to describe the person I gave my phone to and went to talk to the guy(name Mlu).She told me the Mlu is busy with my phone so I must wait for it.After an hour of waiting I asked when the phone will be ready.Mlu told me the phone needs Firmware upgrade and it needs to be taken to Durban.They gave me a new job number 4392,meaning my phone was only booked in a week after it being with TM Electronics.Why was my phone taken without being booked on the TM Electronics system, meaning it was just sitting there unaccounted for?Why was the phone not taken to Durban yet because I took it to TM Electronics a week ago? If I didn't check on the phone when were they going to fix it? I called the TM Electronics head office in Durban and they told me they can't help with Richards Bay problems.