Pathetic service

Very poor service, after a week and they still have not sent my chain saw out to be inspected as to why it does not oil the chain. I requested this to be urgent, after a week if I did not call i'm sure the chain saw would still be in the store. I had to call several times today and get put through to someone and the line gets cut after 3 to 5 minutes on hold. Now it is told I must wait and can take up to 21 days. Pathetic service