PNP ASAP should investigate what ASAP means

Asap according to PNP is 5 hours. I placed an order at 11:45on 01/04 and received the order at 5 pm. I called the call centre 7 times, no answer. I sent them a message on Facebook yesterday. I received a generic response today asking about replacement products. Not sure what they were talking about. This morning I get a call from Shameelah and while I was explaining to her I heard her s******. I asked her are you laughing at me and she said no. I then ended the call. After that I get an sms and email to say that my complaint was resolved. HOw??