Otis lack of concern and techinical assistance

Our Lift was reported out of service 18 January and after numerous phone calls, emails and onsite discussions - pleasant discussions, angry discussions, pleading and begging I still have not had any luck -even Ethel, the MDs secratry has ignored my requests. why? can Otis not handle the Thyssen Krupp contracts? Worse than that is that no one can follow up, call me back. Words but no action. I spend more time begging for help than doing anything else. I don't recommend Otis to ANYONE even at our other buildings they never perform. Disappointment, frustration and empty promises is what symbolises OTIS - Beware!!