Poor customer service

I called on Aug 10 , 2021 to report the motion sensor in my kitchen not working . Gentlemen who was helping me , told he will sent me a replaced item how ever I didn't receive it. Today i called and after 2 hours and 15 min  your agent still couldn't figure it out how to put order for me . She was trying to ask for help and her supervisor was not helpful either .I tried to be patient but after 2 hour and 15 minutes for ordering a replacement item , I can tell you , you are not an honest company, your staff are not trained , your supervisors are not professional and etc . As you see , I tried to be polite otherwise you deserve worse. At this point I decided to cancel my account with you guys . Such a shame and waste of time . Remember, this is for my safety and security. Most important part of your job is to be available for me immediately. If you can't do that for simple over the phone request and replacing the non functional item , I'm sure you won't be there for me when there is a break in . I can't and won't trust your dispatch and monitoring system either. Such a shame