Simple upgrade takes years

I’m contract was due for an upgrade around April -June and Telkom representatives kept calling me almost everyday offering me a new upgrade package but I wasn’t interested at that time due to the range of devices they had, so finally I decide to go and do the upgrade Nov 28th, and guess what everything is slow now, they need 72 working hours to help me with the upgrade but back in August they we’re ready to deliver the device the next day, I don’t understand what 1000s of their employees do at work if they need 72hours just to do an upgrade, I’m still waiting to get my new device even today, funny thing is I know if I got to Vodacom i’d Leave the store with everything I need, as a customer to telkom for years I never expected just bad service