broken intercom

Hi it's been almost 3 weeks now since we had a working intercom. I have had 9 emails from customer 'service' but they are yes/no answers so they don't really appply easily. 2 online chats were pretty useless. Email 7 said they would send an engineer but it must have been passed to someone else as emails 8 and 9 are back to yes/no questions. I have now booked a phone call but can anyone tell me is that going back to the level of the online chat or is it with an actual engineer? It's clearly malfunctioning but going round in circles is not going to offer a solution sadly.