Vodacom at it again

As time goes on and I get older, service levels in organizations seems to be falling apart. My most recent experience was with Vodacom. I did an upgrade on the online store. They had a good upgrade offer and I decided to take an offer with a phone and 44mm watch. Very nice combo. I am stating the size of the watch as this is where the problems comes from. So, upgrade is now done on their online site on a Monday. 3 days later, Thursday, the Courier is at my gate with the delivery. which is good for 3 days. He has an invoice and it states the details of the phone and details of the watch, which is now listed as a 40mm and the box shows 40mm. I tell him it is incorrect, but he is just a courier, he cannot do much. So, now the telephone calls start. I call the upgrade department looking for the lady i dealt with, she is not available so I leave a message. Thursday afternoon, I dont hear back so I call again, get told she is not available, I need to leave a message. Now onto friday, I call and get through to a new person and i run through what has happened. I need her to now take over this case as the first person has not returned my messages. The new lady, speaks to her line manager and says, they will log an escalation, the courier will come through and do the exchange. On Monday, I call looking for the first lady and managed to get hold of her. She understands what has happened and can see an escalation on their system for an exchange. I am now given her personal email address to communicate with her. The week goes by and on Friday I send an email saying, I have not heard from anyone on this exchange as yet. One week for an escalation is way too long. I do another follow up, yesterday, get told the same story of I will call you back in an hour with feedback, we apologise for the dealy, blah blah blah. Up to now, still no reply from Vodacom as to what is going on with the exchange. So I am paying for a package that I did not get? Where else can one escalate this with.....

This, my people, is the service we currently sit with. Empty promises and poor communication from one person to another, which also includes how the delivery company gets the order. How does an order for a 44mm watch, go to the courier company as a 40mm watch? Why does a simple error like this take weeks to correct. I hate to see what my premium will be in the next few months, maybe they will get it right, maybe not...