Not What Expected!!!!!!

I had purchased two packets of Marlboro Red Beyond from a fuel Station in Gauteng, the quality and taste of the pack was of a sub standard quality. I had made contact with the customer services department, was informed that a courier will collect a loose cigarette to verify our claim and to submit for testing. All information that the consultant required was given to him before the collection of the sample yet three days later I was asked to repeat the information. The sample was collected on the 7th of September 23- 3 weeks later and we now have to speak to the customer service's manager who is always too busy to get to hold of. I have been smoking this brand since it launched but now after all the stress of trying to get a replacement I am seriously considering changing my brand purely because of the service. I understand that sometimes mistakes happen and perhaps the box that I bought was old but does it take this long???