What’s the use of a help desk that can’t help.

So I am expected to be wait up to 48hours to have a service provider come out and replace the batteries on the user interface. This an interface that allows us to drink water and wash. I don’t understand what the use of a help desk is if they provide you no help at all. Terrible service should do better to work with better service providers that can actually help with an issue essential requirement in a persons life.