I’m very disappointed with their service

I’m very disappointed with their service. Their unit is not working. They sent me a message to alert me. I responded that it needs attention. No response. I called and waited for 20min each time, no one picked up. My car was reflecting I’m in a different area for days. 2 days ago, I wrote to my dealer to ask for his help in getting the matter resolved. Only then did I get a call from them. I’m still waiting, 2 days later, for the technicians to inform me when they’ll be coming. It’s disappointing because years back, they were very responsive and they are the most expensive in the market but their service is shocking