Poor customer service

I have been dealing with this company for over 2 years. When you have a problem with delivery of a parcel then its nearly impossible to get through on the telephone lines. I just called jhb regarding a parcel, they then transferred me to track and trace and line went dead. The parcel I sent over a week ago, as a courier service it is not acceptable to take over 5 working days to deliver to anywhere in SA, what value do I get by paying for a service which is in line with SA post office.