After sale service is the pits!

This is a follow up on an existing issue. GoSolr is great when onboarding a client until they have to resolve an issue. Due to high voltage by Eskom, they have had to replace my inverter a few times. Eskom came out today and finally did what they were supposed to do and reduced the voltage from the substation and now for the first time it’s reading 230 on the voltage regulator. On Saturday the consultant had told me that on Monday GoSolr will give me feedback on the way forward as they couldn’t fit another inverter in these high voltage conditions - which I understand. Today after Eskom left, I called GoSolr as they were not calling to give me feedback - only to first be received by Shamima who is short, rude and interjects as I am explaining my situation and asking for answers. She then quickly moved the call to technical support person, whose name I can’t remember - a man. He then takes pleasure in explaining alone a long series of T&Cs and how he will not replace this inverter because his job will be on the line and this is not their fault and they will not be held liable. When I ask him then that: surely I shouldn’t be accepted to pay GoSolr when I’m not receiving a service he interjects again arrogantly telling me these T&Cs and that GoSolr will not be liable and I need to pay GoSolr despite me not receiving a service as this is not their fault! What happened to client first? What happened to: Mam, it’s unfortunate that this has happened but we do need to follow this process - we will treat this matter as urgent and as soon as you get the report from Eskom we will expedite getting our technicians out to you?! Would that have been hard?!!! Instead I’m dealing with an egocentric idiot who is focused on him and GoSolr as opposed to one of GoSolr clients who keeps GoSolr’s lights on!!!! What happened to customer service?! Now that you have my money you don’t give a damn, I can go jump over river fact remains I will pay because I have no other options and I’m only but one client so I don’t matter! This is disgusting! I must say I was escalated to Escalations and spoke to Sam who brought calm to the situation. But honestly this is highly unnecessary! I shouldn’t have to go this far to get service! What the hell?!?