No service no feedback

I don't get it i pay a lot for shipping now my RMA (replacement) unit is stuck in customs i sent the documents to 3 people yesterday asked them nicely to keep me in the loop of whats going on and i have not heard a word back from them this is frustrating really i have used DHL so many times and never so bad service feels like im working with the post office its hell nobody ever answers when i phone and its just so much **** i could have had this parcel if UPS cleaned up there act and send me the documents like they said they would.Ntabiseng(she works in the imoport) said she will email me everything she needs from me well its been 2 days and still no Email what must i do such a problem