Refusal to take phone for service

On 18 Jan I took the phone in for repairs, they required that I bring the original box and slip. On 19 Jan I came back with box and slip as requested. On with Jan I made a follow up visit to check the progress, the phone was not taken in and cannot be taken in . The lady serving me said she does not know where I should take the phone. <br> <br> I would like to know where I should take the phone for as far as I understand the phone is taken back to the service provider.<br> <br> Effort and time has been wasted here, the service at the centre is poor and they have long queues. Please put a survey as most people complain in the queues and others choose to leave without being serviced.