No service, let alone 72hrs

On the 23rd of November 2023, I logged a call for my UPS not working. That was Thursday. 72hrs turnaround time... on Friday I got an update that the call was resolved. I called and was told that the call is active and with support. 48hrs gone. Saturday I asked again, the only thing that needs to happen is a swop out for the unit not working, was told that I can expect arrangements on Monday. Another 24hrs gone. Sunday, I didn't even bother, because service is non existent! Monday gone! No call, no assistance, no replacement, no feedback on whatsapp support. If you call, you hold on for way too long for the amount of airtime I have. It's a disgrace!