an upset customer

I wanted to change my network to telkom moblie after spending an hour in the shop I'm still without a phone with a lazy atitude n no smile at all this woman helped me but she never told me I needed to send an sms to my privous network with the words port me my phone has now been off for 2 days I don't think this is fair and am wondering if a change was the best move if the stuff is this slow in a buzy season what about their network