ZERO Customer Service/Support

I am at my wit's end. Every month I will get a statement to pay the installation fee, but is it really fair for me to pay for something that does not work? I don't know how many hours I have now spent "on hold" waiting for a technician or installer or this or that or other.

I've had 2 different reference numbers in the past 2 months -*** and #19599 (the first one was closed without the problem being resolved, which is clearly someone trying to meet their SLAs - an old trick, but a goodie). When you call the sales desk (to purchase a new installation), the phone is answered within 2 rings. But if you call support the phone will just ring. IF someone does eventually pick up, you will stay on hold for up to 20 minutes waiting for the "vuma hero" to check on the status of the call. The other day I was told that a technician had been to the house and resolved the matter - hilariois, because I had been home all that day.