Damaged Packaging and Bas response

I phoned the call center about 4 to 3 weeks ago concerning the Winston Slide packaging that would not hold together. I was told that the batch that sold for R23.50 were giving problems, but the new batch sold for R25.00 would be fine again. The call center agent also said I would be getting a call from their rep . About 2 weeks ago, a rep called me with the name of Charl, we discussed getting together concerning the product on Wednesday the 13th. He said he will phone me on Monday the 11th to finalise the details. I did not get a call back from him, nor did we have the meet on Wednesday. I phoned the call center again this week because the new batch selling for R25.00 is also falling apart. (Note my case number: 03152). I was again told I will be contacted by a rep. Charl contacted me and we arranged another meeting for today at 11. It is already almost 12 o'clock and I haven't even received so much as a call to let me know if our meet is still happening or not. I'm really not impressed with this kind of service, nor with the packaging being in such a bad state.