Business Phone out of order for 9 days

My wife found her business phone (Turning Heads ***) not working at 8:00 on Monday 8th February. It was reported immediately (ref 96CRZ-80216) and when I phoned the fault number (10217) I was told a technician had been allocated at 8:40 that day. My wife or myself has phoned once or twice a day since then, without getting any meaningful information. On Thursday I got an escalation number (821767) but this had no effect. On Friday I was told a technician had been appointed that day. This morning on the way to work my wife got a call to say the phone was working but found the phone still faulty on arriving at work. I was then told by Telkom Business Fault reporting number that a technician had been appointed at 7 today (Tuesday 16 Feb - 9 days after the fault). The biggest problem (after having no phone for a business) is not getting information as the fault number cannot tell us anything. Trying to run a business without a landline is proving to be very costly.