Useless customer service

This company claims to have excellent service pffff.. The worst customer service I've received in a while... For 3 week now I've been trying to get the to send someone to come out to my new premises and exchange a unit.. Everytime I have to phone them to find out *** they planning on coming out.. They dont make proper notes on theur system and then I have to explain everything from scratch... after all of the explaining they say they have escalated it to there advance team and they will phone me, which they dont do and I have to phone and follow up... useless company and service!