When we've had a problem (twice in nearly a year) ...

When we've had a problem (twice in nearly a year) the people on the phone have been wonderful and helpful. With our monitor freezing up twice in the last week, we were told we had to unscrew the front of the monitor and then pull on a plug until it came out, then unplug from the wall. Wouldn't this have been nice to know upfront. I was asked if we had gone online to see how to fix this. When I have an ear blasting alarm going off that even the program on my phone won't turn off, the last thing I'm going to do is turn my computer on and learn what I can do to fix it. Maybe something as easy as this could have been shared when it was installed?
As I said, always nice and knowledgeable people. But waiting for customer service to come out is awful. A time frame is given, and both times no one has turned up until the last minute of that time frame. Today, the first time I called customer service and said a call would have been nice to let us know when the tech would be here. We had a call less than 5 minutes later telling us, gasp, they would be here at the last minute of the time frame. I called Customer Service again asking that they incorporate a call to customers to let them know an arrival time on the day of service. They have to give out that time frame and that's understandable. But to then be told by the customer service agent that it depends on where I live in Provo as to how long it takes the tech to get here? I told them that if I lived in the tree streets or up on the bench I guessed I wouldn't have to wait. Silence. So I said goodbye and hung up.