Absolutely Unacceptable Service

I have no signal since Saturday. Called Star Sat every day since. Was told this morning that an email is escalated to the relevant department. They can't tell me when a technician will be sent out, nor give me technician contact info. It's a Public Holiday, hence further delay. The previous occasion I experienced same problem, I was told to buy a new decoder which I did. Is this a planned strategy? DISAPPOINTED