V&A Waterfront shop long waits

The waiting system at the V&A Waterfront shop is seriously broken. Clients made to wait for ages (yesterday the ticketing machine was broken), while we can see customer care agents working on other non-client related matters. I have now been in a few times and it's the same thing. Agents are knowledgeable but they make you feel as if you are being rude for trying to figure out how long you need to wait while the queue doesn't move at all. The manager needs to get involved and make sure enough staff (of which there seem to be plenty) are actually helping customers. I have just moved from Cell C and never had that issue at their shop. It's an MTN problem.