Exceptional upgrade process foiled by ridiculously slow couriers

Dear MTN,

Let me start off by saying that this would have been a 5 star rating had it not been for DSV.

I was so thoroughly impressed by how easy it was for me to upgrade to the new Samsung S22 Ultra, how quickly all the admin happened seamlessly in the background and how my new phone was picked, and ready for delivery within 2 days. All without me having to set foot in a store. Bravo!

What I cannot understand is why, after all the amazing work you've done to impress, your courier partner DSV has to sit with my high risk freight on their floor for A WHOLE WEEK before they are able to deliver to me? Are they not suitably resourced to deal with your demand? Do they not realise they just undid all the exceptional effort you put into your customer experience? Do they not realise the impact this has on your brand?

Very, very disappointing...