TERRIBLE CUSTOMER SERVICE

I am a business client of VC for over a decade and of late their service has deteriorated substantially. One of my lines has just come up for an upgrade and I tried negotiating a good deal on a phone I was interested in. I wanted them to try and match a deal offered by Telkom. After many calls and no assistance, I sent an email to their cancellations and retentions dept. This email was responded to after THREE weeks. And then too, I was asked in my email to resend my request on a letterhead. ALL I NEEDED WAS SOMEONE TO 'TALK' TO ME! I did respond with the request on letterhead and also called their retentions dept. A gentleman there said that the phone I requested has been discontinued. However this phone is still widely advertised by VC. He said I should try a store or online because perhaps they have stock. What a useless attitude! One Company and yet they cannot try to source the phone from another branch to service a long-standing customer!!! WHERE IS THEIR CUSTOMER SERVICE ETIQUETTE? I am terribly disappointed!