Bad service

Here is my story. I was contacted by Cellnetwork to do upgrade. Cellphone devise delivered by DSV. Biometrics did not work. Delivery guy took cellphone with him. I need to contact MTN to arrange new delivery. Took me two weeks to get to the correct devision of MTN to assist me. Another two days for an email to be sent to DSV to arrange delivery. All the time I had to contact either MTN or DSV. I am the client how is it that I need to arrange delivery. Absolut disgrace poor service delivery. I will not renew my contract with MTN again after 35 years of being a client.