NUON Bad service

I'm typing this blog at home with cold fingers. For already two weeks my heater is broken and I'm waiting for the repairman to fix this problem. It was already a hell to get this appointment. My landlord is insured at energy company NUON for failure of the heater and the repair company (Veenstra Warmte Totaal) tried every trick in the book to make sure that they don't have to visit my house. Yesterday I exaggerated by saying I'm in the house with my coat, that the boiler is giving all sorts of numbers and that something needs to happen before it gets colder.

Now I'm waiting for already five hours and nobody came. Twice, I had to call a number that costs 1 euro 50 a minute and all they say is that the repairman is on his way. How can a responsible energy company like NUON and Veenstra do this to its clients? Bad service is the surest way to kill all brand sympathy.