SLA for lost/****** phone

Good day

Judging by the reviews on here it clear that your customer service is very poor and all you provide is just a generic answer for a claim and ya'll are quick to ask for excess fee money but then take you own time once the excess fee is paid. How can as soon as I pay the excess fee ya'll tell me the you waiting for the waybill has the device been sourced yet or is that a generic answer you give to everyone who has filed for a claim. All I see with this reviews is that people stay weeks and months without a device. If I may ask what is the SLA on lost/****** device?

Regards,