Telkom service failure

I don't know what it is about telkom.. But every time I have to do an upgrade, the service is so bad. Why I stay with telkom, only the Almighty knows. The Consultant is chatting to her fellow colleague. Checking her phone/watch for messages. Can't even update me on the process of getting the phone. Instead, leaves me waiting, and wasting my lunch time, until I asked what is going and what is taking so long. I mean it's just bad customer service. I work in the service industry and I understand that a customer's time is precious. Evidently this not understood by telkom. Telkom really needs to up their game. It was simple straight forward transaction, and they turned it into an unnecessarily long process