Poor service BMW

I was treated really pathetically at a BMW dealership in Capetown after my motorcycle was taken in for a repair. I emailed the BMW complaints department stating my dissatisfaction of which I received an email stating that a case would be opened up and I should receive a response within 24-48 working hours, and was given a reference number. It had been way past 48 hours and still didnt receive a response so I emailed again asking for advice on the way foward, of which I still havent receieved a response. I am really dissapointed in the service from both the dealership and the complaints department. Is it fair to be ignored like this? Is this the service being strived for?