dissatisfied client

I go frequently to MTN and have 4 contracts with them but when i went to do a sim swop yesterday and went back today I just received very bad service. Firstly they are constantly offline, some of the consultants are very disinterested and on their phone all the time, not sure if its with another client even though they need to attend to the client in front of them. I eventually went home and did the simswop with the call centre which was much quicker. I am really disappointed with the service and will consider moving my contract when it comes up for renewal.