Pathetic Time Commitment by Smeg SA service provider

Smeg SA connected us with their service provider for appliance repairs, Mak Appliances and committed to coming out between 10h00-12h00. This is a 2 hour SLA. We received a call at 12h05 that they are running 50mins late and would be here at 13h00. My wife and myself both work and made special arrangements to be home during the specified hours. This is poor service, with no courtesy of other people's time at all. We are all service providers at the end, if I run late, it ultimately impacts my clients, so the snowball effect is multip****. Smeg SA, do you see it this way or is this just another petty complaint send to the customers review department?