Lack of Customer Service following a Tampered Parcel

On the 14th of Jan, I received a parcel from overseas that had been tampered with and one of the items removed through a tear in the plastic bag. I reported this by telephone and emailed through photos of the parcel. This email was acknowledged with a "thanks". Then nothing... On the Thursday of the same week I followed up only to be asked to re-send the photos, which I did. I have still not been contacted by anyone from FedEx. In the mean while I contacted the overseas shipper, who has replaced the item, DESPITE the lady from FedEx assuring me she would do everything (and if I re**** on that, I would still be waiting...) Are you fami**** with the concept of customer service, and keeping the client informed?