Annoyed and hanging customer

I was called by a Rain consultant stating that a technician would be in contact and come out to check issue with router, on the 9th December a day after the consultant called the technician called me. I was supposed to see him but to date he has not come out and stated that the office makes the decisions on when they need to come out. Normally you book with the customer the date and time of availability but this has not happened and I still have not received any call wrt my issue or someone that must come out. I am really annoyed right now as everyone is going on holiday. Why don't you accommodate your customers and why don't you make sure they are satisfied with your service?