A Good Cellphone Repair

It's been just two months when I got my first Android™ as my birthday gift from my parents. I was really excited. I was a proud to be an Android™ owner. Maybe the first in Kalyan. But my phone was not able to give the results expected. It had some manufacturing defects. The bluetooth seemed to be defective. The messages were not going out of the outbox too. Since it was in warranty period, I decided to go to the nearest service centre. What to say about that service centre.
When I entered the centre, a lady sitting at the counter asked me, "What is the problem with your phone?"
I smiled and explained her. But everything went above her head. She took my phone and surfed through the Menu screen. She then called her collegue who was in his cabin
Again I explained him the whole story. After thinking for a long time he replied, "You should download a File Manager from the Android™ Market."
That was most stupid solution. I mean how can a file manager(software), help to solve a hardware problem(bluetooth defect).
He then said that I should upgrade the phone software. I replied, "I have already upgraded it from the net"
"Yeah you surely did but upgrading from a service centre is different from that of upgrading through net.", said the person.
I had a feeling I'm in a different world.
I agreed for the software upgrade. When I got my phone back I  didn't felt anything new.
When I was leaving the place I asked the lady at the counter, "when will an OS(Operating System) upgrade be available for my phone?"
Her reply was shocking, "What is an OS?"
I had to leave that place unhappily.
What I want to say from this is about the poor quality of customer support.
This is what happens when untrained staff are employed. Though it is giving employement, but the employee should be given proper training also. This will help the customers and also increase the brand reputation of the company.
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Anirudh