Pathetic Service from the lottery technical department

Our filling station just like any other in the country has a lottery machine. Two weeks ago our lotto machine printer started giving us problems, this resulted in us not assisting our customers. We logged a call through their call center on the 31st July . We did follow ups daily and told that the matter was escalated. We asked to speak to the team leader of techs , we ere told that escalations can only be done via emails. Today a technician by the name of Sandford Matane came, he told us that he does not have a printer with him. We asked if he can ask from one of his colleagues as his predecessors did before. He said no that will take long and the weekend has just begun. He will come back next week, what a pathetic service w e received from a person we waited for two weeks.