Customer Service needs an overhaul.

So, not sure to what happened to great customer service, it does not seem to mean much any more. I registered a claim for my windscreen which got approved by my insurance company on Monday the 2nd of December. On Tuesday I get a call from PG glass asking me where they should fit and that they just needed 8hrs to order the glass.(All good so far). I get an SMS to say that the claim has been assigned to east JHB...and then... nothing. On December 4, I phone the east JHB number, speak to several people and finally get a call back from Neo, who informs me that, they can have the glass by 2pm on the 5th December, however, he obviously can't cancel with one of his other customers(sic) therefore I will have to wait till Tuesday the 10th. Sorry, did I miss something here? I was told the process takes 8hrs, how did that change into 7days. Not sure who to blame here, however 1 things for sure I'm going with the competition next time.