I Really Do Apologise

So Tarsus supp**** me a Netgear Firewall which was faulty. I spoke Yassim more than 5 days ago and he ensured me he will have a new unit ready for me to swop at the clients premises and return the faulty unit then. Called him after 5 days, \Oh sorry bud, really busy here\" Did nothing about my swop out. So he called me after about 4 hours and arrange one of his colleagues to deliver the unit at one of my branches after 17H00 on his way home. My Colleague gave his number, our address and waited until 19:00. No one arrived or called us. I mailed Yassim then to conclude on where this mysterious delivery took place and was then informed - \" I really do apologise but you have a COD account therefor we first need the faulty unit back before we can swop out the new unit\" Mark our Famous Firewall expert then advised \" That's how it is\" Thank you Tarsus well played. "