What you want service after 20 years!

I do not know how MTN gets any business. My Nokia phone of 17 years recently stopped charging so I went to MTN to get a new contract and phone - that was a week ago. I was told they did not have stock of the phone I wanted - no there were none left. I tried getting hold of their call centre and waited more than 20 minutes before I gave up. I sent a mail to them and you guessed no reply! I tried the next day to call and again 20 minutes elapsed before the phone was answered. Guess what they had stock of the phone. No they would not send to the branch I went to - I had to give them all of my information again and it would take between 2 and 24 hours - that was 120 hours ago and no response. I even went back to the Customer Services area on e-mail and they respond with a message that I can SMS them - what part of my Phone is dead did they not understand. Eventually they gave a reference number and asked a few questions and again silence. I wonder if they actually want my business or not and if they do what one is expected to do. As I have been with them 20 years I would have expected better - maybe Rob Shuter should have a look at this and see what a broken business he has inherited.