Bad service, their excuse: We are a Franchise!!!!

Im on a contract with Vodacom with BB Q5. A while ago I had the phone repaired at Vodacom Repairs at KE Masinga / Ordinancy And then later, I took it back again to Vodacom repairs for software upgrade. They were not able to assist me because they could not find/see the IM number on the phone. I dont know why they could find this number, because i know for fact that you can retrieve this no. Easily from the phone itself. Anyway, I was on holiday at Portshepstone and I decided to take it to repairs at Vodacom repairs at Portshepstone. They gladly, effectively and efficiently assisted you, the software was upgraded. When got home and started using phone, I cannot pass through the tutorial stage because I suspect the sensor (touch screen phone) is not fully functional. So now Im stuck on that stage and cannot use my fone, but um still payong for it. So i took it to Vodacom Repairs at Ordancy/ KE Masinga road, they were not able to help because they cannot see the EIM numbet on the phone. I then askwd them to phone Vodacom repairs at Portshepstone, they refused saying they a different franchise. I am a contract customer so i ddint ***** this phone. Why am I now suffering?