Poor customer service

We paid and ordered our clutch cable on the 15th November and we still have no feed back from Suzuki Durban South. Our Suzuki cable will not last very long. The spares department were told to keep me updated. But still no call. So, why must customers be at Suzuki Auto SA's mercy with the poor promises of 21 days or as they commit themselves to 21 working days. There is a place in Durban, when the cable brakes, we can have the cable made at a company that can make cables. But, the promise were not kept.