Bad to no service from a great company

I have been with Vodacom for many years (happy customer). I checked online recently, when I will be eligible for an upgrade and I was due. I proceeded with the online application, chose the plan and device with ease, but that is where the fun stopped. 2 days later I called because I had heard nothing from Vodacom. They said sorry it's been cancelled because they have no stock. The agent then convinced me to take another handset to which I (stupidly) agreed. I went onto GSM Arena directly after the call and saw that the specs on that device was worse than I had, so it's a downgrade. I called back and a very nice lady helped me to correct the problem, but now the plan was R100pm more but okay all fine. Then the sms came where you accept, change or cancel. I accepted and the system rep**** that sms did not go through. I tried again, no success etc, So called again and was told not to worry, they will call me to verify. They never called ! I eventually got a congratulations your item is now being packed and the congrats it's with our courier partner. The process took 1 and half weeks, now waiting for the delivery from RAM. Here's hoping for some good news. My dear Vodacom, what the hell happened to your great and smooth service?