Poor and unacceptable customer service

I've been trying to find out the progress with the repairs of my son's PS4 for over two weeks, and still no update. When I handed in the device in December 2022 while on holiday in Cape Town, I was told that it would be sent to Johannesburg for repairs and they would keep me updated. I was also informed that I could arrange with the Johannesburg branch to have the device couriered to Gqeberha (PE). What a disappointment to find out that this option is not available and that the device has been sent back to Cape Town. When following up again today after having been promised that the agents would get back to me, the line was cut after I had been holding the line for more than 5 minutes. Since no one had taken my details, I had to phone back and was impatiently informed that cutting the line was the norm and that agents would then call back. How would they know who to call back if no one has taken any details? I'm disappointed in this lack of professionalism and customer care.