What do customer services do?

I continue to be absolutely amazed by the complete lack of service to customers provided by the Mitsubishi head office customer services department. As a result of my phonecall on Tuesday with Russell Stanley, the Customer Services Manager at Mitsubishi head office, I was expecting an email from him on Wednesday outlining the main points arising from our converstaion and telling me the result of a conversation he'd promise to have with a Stirling dealership on my behalf. However, yet again I have heard nothing. I phoned him today but he was in a meeting and I left a message asking him to phone me back and he hasn't (it is now 5.15pm).

I thought that one of the basic rules in customer services was always to return a call/email when you said you would.

I am left wondering exactly what customer services at Mitsubishi head office does. Russell told me on Tuesday that they have no power to enforce any action by a franchised dealership and it has taken 6 weeks for me to get any sort of sensible reaction from them to my complaint, so what are they doing? They certainly seem to be doing something because every time I phone them I'm put on hold for about 5 minutes before someone is available to talk to me. I can only assume that there are an awful lot of unhappy Mitsubishi customers out there.