PHONE REPAIRS TAKING LONG BAD SERVICE AND ADMIM

I took my phone to TM Electronics in Richards Bay on 05.02.2016 after being referred to TM Electronics by MTN as my business phone is contracted to MTN and is still under warranty. On 11.02.2016 I decided to check the progress of the phone, I was told the job number I was given doesn't correspond to my details.I had to go to the branch.The lady there told me she can't find my phone anywhere on the system. She told me to describe the person I gave my phone to and went to talk to the guy.She told me the guy is busy with my phone so I must wait for it. After an about an hour of waiting I asked when the phone will be ready. The guy fixing the phone brought the phone to me and told me it needs Firmware upgrade and it needs to be taken to Durban for that. They gave me a new job number 4392.Why was my phone taken without being registered on the TM Electronics system? Why was the phone not taken to Durban yet because I took it to TM Electronics a week ago? That is a work phone and I need back ASAP because it's inconveniencing me. I even called the TM Electronics Durban branch and they said they'll get back to me shortly but they haven't. Please fix this issue.