Good, but can do better

We had a breakdown on Friday 27 November and I requested roadside assistance. The first consultant answered promptly but after about half an hour nobody phoned us to give us an update regarding the towing vehicle. I phoned back, and after holding for 15 minutes spoke to Gugu who informed me that our request was not logged and we had to start all over again!! I spoke to Gugu and Meshen who gave very good service and kept us updated. Just a pity that we only got home 4 hours later and it is not even 18km. I cannot fault the service received from Gugu nor Meshen, but the answering of the calls are way to long and one would expect your call to be logged first time.