Unreliability of Fidelity ADT

For many years I had good service from ADT and Fidelity ADT. Unfortunately my experience today is cancelling all that out. Last week someone from Fidelity ADT phoned me about a special on servicing my system at home. Impressed I accepted and she made an appointment for today, 25 Aug. Yesterday I got a SMS from ADT to remind me of the appointment. Very impressed again. Today I made arrangements to stay at home for the morning but at 11:40 I phoned ADT to find out when the technician will be here. Then I was told that I must revoke the appointment because they were busy with stock taking! I could not believe they did not know about the stock taking when they made the appointment, or even yesterday when they reminded me of the appointment!! I asked to speak to a supervisor and after waiting for 10 minutes I spoke to Neo at technical department. He gave me the same answer and said that he will find out about the matter. After holding on for 18 minutes I put the phone down and called again. I asked to speak to mr Wahl Baardman's office and after another 6 minutes holding on, Kelvin, a supervisor answered and told me calls must be screened before putting it through to mr Wahl Baardman. It seemed customers complaints are not very importanr! After telling the story to Kelvin, he apologised for the bad service and undertook to get me a technician. He promised to phone back in 15 minutes. I waited for 35 minutes and called again. After holding on for a long time again I was put through to Neo. I asked him to let Kelvin know I was still waiting. Kelvin then called back and promised that a technician will come out still today some time but that will be without cost. At the moment I am still waiting for the technician. I will appreciate if this correspondence can be forwarded to mr Wahl Baardman.