Poor customer service

I had a booking for Tuesday the 1-09-2015 for one of their technician's to come out to my residence as I have a problem with reception after the same store gave me a new PVR DECODER on the 29-08-2015, I spent the whole day waiting for them till I decided to call the store at 15:31 to find out if the appointment was still on, I got through to a Jessica who promised me that a technician is still on his way which never happened, this morning I spent over 15 minutes wanting to find out what happened and if someone will be sent only to be told by their supervisor Suzette Van Coller that Jessica tried calling me at 3 pm yesterday and I didn't answer my phone, she then emailed me photos of my complex which her technician took as proof that they came yet the same photos clearly shows that he came much later In the evening as he used his flash, further more she then told me that her boss said I should go and find another installation company because I was being difficult as they will not assist, now Im still stuck with a service I can't use, yet my debit order went through successfully, is this your definition of providing excellent customer service.