Shocked PFS*** - Call me on ***

Just spoke to an agent, Thembi, who advised me that she could not give me a delivery date due to the heavy backlog caused by COVID-19. I received a delivery last week with no hassle or excuses. What has changed? Being the the industry, I speak from experience when I say, you should be almost caught up with your backlog, if not already caught up. When I requested that Thembi call me back with a proper answer, all she could say was...I will speak to OPS. I would not want someone with that work ethic in my call center. Does she not know what owning your call mean or going the extra mile for a client.