Sansui / Incredible Connection repair services

We took our Sansui TV into Incredible Connection for repairs on 23 August 2019. We were told it takes 3 weeks. After no feedback we called in on 13 September 2019 only to be told Sansui has not collected the TV as yet. Seriously. Manufacturer failed to collect and Incredible Connection failed to follow up let alone keep us informed. We still waiting for Incredible Connection to call us back as promised.

How is this for customer service?