Silence from UPS.... or is it laziness??

The service from UPS South Africa is absolutely dismal. I have a package that has been sitting in the warehouse for over 2 weeks and the UPS contacts that I have been dealing with have now stopped replying to my requests for updates. When I phone the call center, I get referred back to the same people and no matter how professional I try and be, there is absolutely no support. Is is laziness? Not even the courtesy to respond with a generic email! I thought that FedEx wasnt great but UPS have proven to be even worse! I have asked for contact details of someone senior who can assist me and, what a surprise, absolutely no response. I have the shipper even following up from Greece and they cant even come right with the South African branch.