BAD SERVICE

I took my vehicle to CMH Kempster Ford Umhlanga for diagnostics on the 31/10/2018, to date I haven't received a report being 05/11/2018, I was told by the service advisor that they are experiencing systems issues, I made numerous phone calls, holding on for like 15 minutes trying to speak to her, then called the service manager to date being 05/11/2018 has never returned my call, then spoke to the branch manager being the 05/11/2018, never got a response 1 and half hour gone by, is this a normal practice at Ford Umhlanga.....the service I received was absolutely terrible, I personally would not take my vehicle to Kempster Ford Umhlanga for any repairs.