Very Poor Customer Service

I contacted them before taking my Samsung dishwasher in for repairs, they assured me it will take 2 - 3 days for repairs to be done. I have to pay a quote fee before they even look at the machine. I contacted them after 3 days where I have not even received a quote, I got a quote late Friday afternoon where you have to pay in advance before they start work, they assure you again that it will take 3 days max. I contacted them on the 3rd day and response is just that the spares guy is not in will get back to me tomorrow. Being an Authorised agent for Samsung I cannot believe this poor service and I'm sure that Samsung is not even aware of this.