service delivery

I reported to Game store that the machine that I bought is no longer working and they informed me that one of the technician will call me to come and checked. The technician called me and said to me he will arrive at 11H00 and if not so by 12h00, He them came 10H00 and called me because i was not around as the appointment was for 11h00 and I told him to wait for 15minutes as the appointment was for 11h00. He left without even notifying me that he is gone and i called DEFY they said he is not answering the phone and the machine still not fixed or checked.