Breach of contract

I opted for the price lock with an explorer decoder last week. The sales consultant advised that the installer will come here today at 09h00 am to do the installation and even now i am still waiting. I logged a complaint with them and they told me they have escalated for urgent attention at 10h00. Even now no one has contacted me. I called them to ask what is their turnaround time for urgent queries and they said it is 24hours. IMAGINE 24HOURS FOR URGENT QUERIES. I WONDER WHAT THE TURNAROUND TIME FOR NORMAL QUERIES IS< 7 WEEKS PERHAPS. No sense of urgency and also they have breached our contract. However if it was me breaching our contract i would have seen ow quickly they respond. Please cancel my contract as i cannot work with such dishonest ppl.