Efficiency of our power provider

On saturday night, my family and I went through a nightmare following a power failure which involved only our house. The trip started close to midnight and immediately, I made a call to Teman TNB. A report was lodged and a team will be sent, said the Tenaga staff at the end of the line. Feeling assured that the darkness and heat of the night will not be long, I waited for the team to reach. 2 hours passed and a few calls made again to the same number and each time, it was the same reply - "sedang dalam tindakan". Finally, 2 1/2 hours later, a van came and the technicians immediately went off to check the cables on the poles outside the house. 15 minutes later, the van went off, without even informing me what the problem was or what was going on. A few more calls were made and finally, I was told that a cable was found burnt and had to be replaced but there were obstacles from trees around the pole. But I said to the person at the end of the line that there is no one working on it and asked what really is going on. The same reply came - will ask for update from the team and will ask them to call you. Nothing happened, no call came in and we remained in total darkness. Finally, 5 hours after the trip, a truck came and then only I realised that the team had to go back to get a bigger transport probably due to insufficient gears and equipment. Power was restored 1/2 hour later but that meant 5.5 hours from the time a report was lodged! And during this period, we were not informed of what the problem or status of the repair work was. Typical power provider? Ever experienced such incident? Share your experience,,,,,,,,,,