Pathetic service from what used to be a great company

Multiple calls to the call centre did not help to get through to part sales. I just get transferred from one operator to the next. Their service sucks. I had the pleasure of dealing with them almost 20 years ago. This time around it is a pain in the nether region. Email support/sales seems to have disappeared. It took more than 10 minutes before somebody answered the phone. It seems to have been answered by either the cleaner or the tea lady. They were clueless and my calls was transferred multiple times, even to non-existing extensions. How can a company that was SO effective 20 years ago, become so unefficient and slow in a 'new South Africa'? Shouldn't 'new' things work better? I am still trying to get through to part sales, though..