Rain failure to allow third party collections

This has to be by far the worst logistics company, Rain included. My brother bought a router which I (the third party) collected on his behalf since he was not available.. I'm super grateful to the delivery who compromised & risked his job for my convenience. 3 years later the router just died & we're awaiting the replacement, I'm now told my brother has to personally collect the router himself (a mere switch & save replacement) has taken over 8 days because his currently in another province & suddenly "Rain doesn't allow third party collections" the same Rain that doesn't allow options to nominate third party for collection.. been taken from pillar to post regarding this matter with no solution whatsoever, very unprofessional company, call centre agents who lack telephone etiquette continue to render very poor service.