Eft-Pos machine goes down because of small power o...

Eft-Pos machine goes down because of small power outage. Ring Smart Pay and I am on hold for 9 minutes and 56 seconds? Then I am told that due to outage the machine cannot be fixed over the phone? We have to wait till some time the next day until we receive a machine that works, luckily we have not hit peak tourism season yet. I try to get it the same day but to get a new machine 2 hours drive away is going to cost either $200 fly or $300 drive?
We live in a city and for a company of this size not to have support in another city close by probably needs to be addressed.
So the one star reflects below par maintenance of machines.
We are currently looking at other avenues we can go down to get better support service