Disappointing service

This is the 2nd time we've taken our printer in for repairs at PartServe Linbro Park. The first time which was 7 months ago, after 5 days it was still not assessed for repairs, I had to chase just to get an assessment. This is now the exact same scenario playing out again, promise to call you back & still waiting. We are a small business and need the printer to generate business. When we first took it in we were told R550 excluding VAT to escalate the assessment. We couldn't afford that as we would have to look for the R550 plus VAT to pay for the repairs. These AI generated e-mails just show the lack of customer service. Then to phone them, you hang on for 10 minutes just to be told you'll get called back and this does not happen. It's so stressful to us small businesses to rely on this kind of service when you as a small business have to fight out there just to get a stipend of business that's dominated by bigger businesses. They are the only Epson dealer in JHB so where else do you go?