Waste of time poor service

Last year December 2018 I had a problem with my radio 1 of the bottoms was not working and needed to enter the key code. I went to Ford looking for help they looked at the radio and did what they did and I was told I'll get feedback within 3 weeks. I called mid January was told they still waiting for approval from 1 of the office in Johannesburg and I waited till February still nothing so I went to give them the radio to send it to Johannesburg still nothing till today. This is the start of the 5th month still nothing, is it really that hard to let me know if you can fix it or not or if I should just buy a radio myself. 5 moths back and forth calls from myself to your office and always the same response "still waiting for a response".