Robots are not people

I manage a property for someone else. The WiFi has not been working for 3 weeks now. I've tried numerous times to sort the problem out via their online chat. After requesting a phone call and getting no acknowledgement, I realized I'm chatting to a computer I'm 61 and definitely technologically challenged, which I state every time I start a chat. Out of desperation to talk to a human, I eventually contacted their sales department. The very helpful guy who answered promised to get a technician to phone me, but 4 days later it still hasn't happened. Meanwhile, I have very disgruntled guests without WiFi. I'm really disappointed that a company of that size can't provide a simple service like a phone call when they see a client struggling.