They do not care about your time and apparently lack pen and paper.
We scheduled a survey to replace one of my wall mounted Daikin units, and they never video called. They apologised much later that day saying they had implemented a new system and the engineer did not know he had an appointment. I accepted the apologies and rescheduled for 3 days later. Today, they once again forgot and called 3 hours later. The engineer did not apologise, and I was unavailable. When he asked if I wanted to reschedule, I said I couldn't trust a company who disposed of my time in such matter without even an apology. To which he said 'ok' and then called me the wrong name.
I received a message after apologising once more, and blaming it on their system once more. No computers? USE A PEN AND A NOTEBOOK, like every other business did for centuries. When you arrange for childcare, move your work schedule, and wait for hours without the company having a bit of remorse, it makes you wonder how they have any clients.