Not happy with MTN

My contract was approved on the 31 July and the guys came to deliver few days after that.. but unfortunately our intercom was not working at that time, they came back the following days and biometrics failed.. cooll I didn't receive any further communication from them until I started calling the courier company and they told me that they are waiting for mtn to approve manual delivery, I then called MTN and the consultant told me she escalated the matter to the relevant person, I don't even remember how many times I called MTN in this month more than 10 times and even now no communication from them.. Question is, is it always like this after biometric failure? At this point I feel like going to another service provider.