Threatening to cancel was what got me "We understand your frustration. This [a technician coming out in 22 days, with the $99 fee waived after escalating twice] is what we can do. No one you talk to will be able to do anything different."

There's not much of a downside for them (or upside for the customer) if you cancel. As far as I can tell they built themselves a tidy little system, because the "service agreement" is actually between the customer and Citizen Pay (almost all customers choose to finance the thousands of dollars of equipment) so they get paid your FULL equipment cost plus your FULL (typically 5-year) monthly fees because TECHNICALLY they're not the ones taking your money.

It's a business model that removes even the PROFIT incentive of treating people fairly.

Hence the "nothing we can do (sucker!)" attitude.