Total lack of customer centricity

I have been struggling to get my line configured, even after technicians came to my premises and still couldn't solve the issue, the technician told me he has sent a request to the provisioning team and they will do it today, they leave and I call vumatel who advise me a technician can't log a ticket and it takes up to 72 hours, now whats the point of sending a technician who just comes and stares at the box and does nothing only to be told they must do it remotely, like couldnt the previous multiple calls I made, someone surely shud have picked this up...you call to get it expidyed and you basically get told sorry you must wait.