Poor service

I have been a Miway client for many years, but have found that their customer service has been declining over the last period. Where they use to be very proactive, one now need to make many follow up calls with them to get your matters resolved. Everything seems to take a huge effort for them to resolve. On my cracked windscreen claim, it almost took a week for their service provider that also arrived 6 hours late to come for the installation to only find out they have a generic product that would render my vehicles warranty void. This has been escalated daily and still no eta on when the repair will take place. I have to do all the follow up, even though the promise managers would call. They never do. I am seriously considering moving my business elsewhere. This used to be such a great company to deal with, but they have lost their customer focus.