No customer service Herotel

They called me to make a booking to fix their system that i pay for per month. MY booking was for 11h00. I called @ 10h30 to confirm booking. Only got hold of the lady in charge of the booking after 11h13. Then only they tell me that there is a delay and they will call me in 10 min. Now currently it is 12h25 . No-One has phoned me and or anything. After 1h30 of struggle to get hold of them, they drop the call. I have never witnessed such bad service.