Appalled!!

I am not happy with the service I am getting, I took a warranty n service plan...i have received documentations for service plan...so its been a a month since i have waited for other documents...so i called in on Monday I was told the system was down, so she will send them as soon as the system is up and running but till today I am waiting still waiting...so why would I receive documents for service plan but failing to get others whilst I use the same email address. its really appalling from such a reputable company, I should've trusted other companies maybe I would've be taken serious as a client.