Bad brand equity and terrible retention decision

I actually cancelled my contract with Vodacom and made my mum, wife also take contracts with telkom mobile due to the great coverage, brand, and quality of service but after giving them 3 new deals with includes a home adsl and new iphone 6 deal the manager couldn't even supply me with a screen protector for my new phone bearing in mind and i quote, 'it was the fastest sale/deal, conveyed by the consultant.<br> <br> I am a manager in the marketing facet and really this decision making will affect retention pronouncedly and also as a whole. <br> <br> I am shocked at the decision making at a managerial level.