Premium support?

I have premium support on my device, which comes at a cost when you purchase, which includes having service within 1-2 days when you have an issue. I'm now told that my device won't be looked at for 11 days at least because 'parts aren't available'. You are replacing a motherboard - you either have it or you don't.

How do you charge people for 'premium' service to serve up this rubbish and where is the accountability? Clearly people purchase this product because the rely on their devices which justifies the extra cost - but you don't deliver. Your service is actually no better than buying off a no-name retailer.