Poor service

Today, has been a week since we requested a new battery for our alarm. I already had to make 4 calls to their offices. Apparently they escalated this matter but I assume with no urgency from their side because still our battery hasn't been replaced. After this matter has been escalated, eventually the technical department phoned on Monday. We are still awaiting a return call to arrange a suitable time to replace the battery. Again nothing from their side. So I phoned again yesterday, they hang up the call when trying to assist. It leaves me again phone their offices today, hopefully we can sort it out soon. If this is how they treat an admin query, how on earth will they be able to assist when you really need them?