broken device

Hi there,<br> <br> i have taken a cellular contract with Telkom mobile in the last year, my device worked fine and one day the device stopped working and juts switched off, i took it back to the store for fixing as it is still within the warranty, at first they were reluctant to assist me because i did not have a box that device came with. they asked for an IMEI number and i provided as it was on the device now they want serial number which i do not have and have decided that they will not fix my device due to that, my concern is that they failed to keep that informatiion on their system and also did not advise me to keep the box for two years period that i am contracted to them and now it is my fault.<br> please assist me in resolving this issue, currently they have kept my device for a period over a month but did nothing and i continue to pay for it.<br> <br> kind regards<br> RABELANI GUNDULA<br> *** / [Email Removed]