Defy spares bad communication

Defy for such a big company you expect better service. I phoned the office in Port Elizabeth then was given another number for spares. I phoned that number, it says you are caller 3 on the line waiting period 3 minutes then after a while you are caller number 2 on the line waiting period 5 minutes. I was holding on for easily 15 minutes with no reply. When I phoned the number again it says press 1 for spares, but NOTHING!! No sound, nothing. I phoned office again in Port Elizabeth and I was told someone will phone me back. I had to send my customer away because of that, but took he's number to see if I can help him.