Poor Service and No Communication

Took my AirPods in for an assessment due to performance issues. I was told to collect them about two weeks later but no one bothered to explain what the problem was or what was done. I emailed twice asking for clarity and warranty info — completely ignored. Even when you try and call them, the lines are busy and when you finally get through the consultant is barely audible due to the phone having speaker issues. How can such a big reputable company have such insignificant technical issues? My concern has still not been attended to and the item in question was almost R3000 for it to start giving me performance problems barely a year after I purchased them.