Quote taking ages

On 27 March I went for a quote to CMC Auto panel. There is only a scratch on my LHS front door. I was assisted by a friendly guy called Bobby. He said he will contact my broker when he is ready. A week later I phoned and asked for follow up, lady said she sees on system quote still busy. Two days after that I phoned again, she said Bobby will call back, no call. On 8 April I phoned again, lady said Bobby busy with client, will call back. No call. Tomorrow is 2 weeks. I do not feel a quote for a scratch should take 2 weeks. Only place close to me who is Mercedes Benz accredited, or i would have gone elsewhere.