No feedback, no service

I've been having problems non stop with my printer for 2 months. They never have an answer, nor a solution, or even allow me to speak to a manager, the manager is either never there or I get a promise that they will return my call. I had one call returned from the last 2 months and still not a manager, we have to phone every day, with no solution. How many businesses can survive these days without a printer, paying a service and not receiving it. Since the start, no one can answer me, what is their service level agreement? It has been taking a week to 2 weeks for someone to come out, with no solution. I only had a loan unit for about a week, to receive the printer back with the same problem. If I could only have someone explain to me the problem, and how long it will take to order the part and install. In the meanwhile my business is suffering. They take their service fee each month, so why bother to help me?? I'm the one suffering, not them. I'd love to just understand and know where we are at, but the "no answer" and "no feedback" and "no manager" gets to me.