Caffeluxe South Africa: poor service, poor communication

Absolutely shocking customer service regarding a repair to a machine. It has now been 3 months since the repairs begun. The competency of the customer service team is not up to standard. We started with the incorrect from being sent to me to complete for the repairs, to ZERO feedback over the period. Many phone calls and emails from my side, just to get some form of information as to the status of the machine. Reason given is that they restructured and are low on staff at present - that is not the reason that should be given to a customer. When I asked to speak to senior person, I am told that the person I am dealing with, is the most senior person. This is an international company, how come they are so poor on customer service in SA?