BATS really does not know what customer service is

i smoke a box a day of Rothmans red recently the packaging has been changed. i bought a box about 2 months ago, when i bought the pack on my way home after working an 18 hr. shift. when i unwrapped the pack i saw the box lid was torn i was not too worried about this but when i opened the box several cigarettes were damaged. I reported the problem to BATS i supp**** them pictures of the defective product. after that i never heard from them again it took 1 month for them to call me once i lodged a complaint obviously spending R15 000 a year on one of their products does not matter to them and all they care about are there sales and not customer satisfaction very disappointing I think it is time to change to a brand that BATS doesn't own