bad customer service

I have since placed a tyre claim, it's very saddening that one has to always beg for update, I asked Johan update in the morning at 8:14 and he said he was going to follow up, no feedback since then, the question is such a small claim and a person has to beg for updates, does he understand how it feels to be driving around with a spare wheel, what happened if i get another incident - does it really take this long for a tyre claim to be sorted