Afrihost is unable to manage its SLA's with vendors

Two problems that prove that Afrihost uses vendors that do not perform. Surely, there should be a clear SERVICE LEVEL AGREEMENT with vendors, with penalties or other forms of encouragement? The Afrihost brand is being damaged by its vendors!! (1) I ordered a mobile phone and when it broke after 3 days, it took many days of working through Mobile in Africa to get resolved, as Afrihost washed its hands.... the shocking part is that you can only communicate with MiA via e-mail and they wanted all the proof from me, whilst Afrihost sat on all the information...!!! Afrihost failed to take any responsibility regarding the poor service of one of its suppliers. (2) I ordered fibre installation on 5 July 2017 via Gian's e-mail offer of free installation via Vumatel with a promise of 5 - 7 WORKING DAYS' wait. Great! I received the fibre modem from Afrihost's courier, the next day on 5 July 2017. It is now more than SEVEN WEEKS OR 35 WORKING DAYS and still no installation. Afrihost's reply is that they are contacting Vumatel and reminding them to speed up the installation. Again, Afrihost fails to take responsibility for the poor service provided by their service provider.