Pathetic Service

I purchased a R529 router on the 1st March 2023, was happy when it got delivered the same day. when I tried to connect could not, called on the 02nd March 2023 the lady who assisted was very helpful and request for a replacement device and promised to call back with feedback in which she did.

There was no communication after the 2nd, called back on the 6th for a follow up , the lady that assisted said that she can't see anything in terms of the progress only that it was logged,

The 8th I followed up again was promised to be given priority until now still awaiting feedback or my device, so disappointed with the service that I'm getting. there is no sense of urgency whatsoever. How can I as a client have a complaint but be the one following up???