Poor service from Kazang

I have the need to purchase and use a kazang airtime machine and phoned their offices in cape town. The reception said an agent will contact me to come and see me to explain everything about the machine and their services. A day later I phoned again cause no one contacted me. I was told that maybe I ordered a new device and they will contact me when it arrived which is completely wrong. A day later I lodged a complaint on their website and yet still no response. Is this the service that we can expect? This is really pathetic service.