No response to service delivery failures!

We booked a night game drive, after 30mins the torch light died, and our tour guide ended up asking us if he can follow the other tour guide we saw on the trail to also see when she shines the light. We said okay as we felt we had no other choice as he mentioned he will just use his head lights. I feel that someone in this line of business should ensure they have an extra torch in the car. Our tour guide was good and took time to check( when the light worked), when we followed the lady tour guide, she shined the light so fast and so much time went by until it was over, and we barely saw anything. I honestly feel like we wasted money and time to drive around and not see much with how it went above. It was the first time my in laws went and it's honestly so upsetting that they had to endure that experience. It started great but went south when the light died and the lady tour guide took over. I had sent them the above feedback and they didn't even bother to respond. We went to the office today to and informed them of the same. I was extremely unhappy and disappointed with the response I got at the office. I didn't even get an apology, instead the lady was asking me what I expect??? Wow!!!! Furthermore, the lady talking to me didn't even bother to look at me. She knew what I was talking about and clearly read the message but did not bother to respond. For people in the hospitality industry, they have much to learn when handling service delivery failures!!!