Must i beg for service?

I lodged a claim on the 19 March for my I-Pad. I was told someone would call me to arrange a damage report. Today is now the 24th of March and no one has called me at all! After calling your call centre yesterday I was told that the request was not sent as there was an error on your side. I was promised someone would call me yesterday? Guess what .. No one called. It unbelievable that no one has called me. I must now wait another week until you get your shop in order and wait for someone to come fetch the device a week later to do a damage report? Shocking service!