Service? What is the definiton.

Wow three days later and only after using social media did I receive prompt action from DHL Jhb. Wayne van Rensburg sent me a mail in response to my request of ETA of a parcel that he could not reveal time frame. Two hours later, still no ball park time as per my request, the parcel arrived at the sort facility and a half an hour later it is on its way for delivery. Yet the Commercial Director was unable to advise me? This is an absolute joke for DHL Jhb. Cape Town are fantastic and have never failed to deliver. Gary Williams and Wynne go above and beyond their call of duty and this morning Heldriaan did the same! Yet, nothing will be done, I e mailed John Lucas and to date still no response - not surprised as this is the norm from Jhb.