Breaching SLA

Purchased a Product from yourll,having a problem with product the 2nd time within a space of 7 months,phoned in and spoke to Letiwe whom advised that a technician will be out within 24 hours,48 hours has passed and no technician has come through,called again and spoke to a lady named Melissa who is the Manager of the call centre and tells me she cant do anything and i should just accept the technician coming out on Tuesday which is now a week later!!!!That is not what your SLA states and do you guys normally operate in this pathetic manor. the call ref is WJ055526,Your products are defective,now you guys cant even keep up with SLA agreements,i will make this more publicly known!!!!