BAD SERVICE FROM MASTERCARE

Despite having good service from them in the past, my last two service calls have been a disaster to say the least. The first disaster was a callout for a TV, I had to call no less than 3 times before the call was attended to and resolved. On the 23rd January this year. I placed a call for the seals of my Fridge Freezer combo. The technician responded within an hour and I arranged entrance for him. He advised he has measured the seals and will order them. Then silence - no response at all until 4th Feb I called and was advised they are waiting for the supplier to confirm stock of said seals. I was promised a call back to advise an eta....this has still not happened. I have subsequently placed another call out hoping to get a response and still no response. What is going on. Why the silence.....do you need some training on customer service.