Why does it take 7 full days to send a technician?

At&t Uverse provides TV & internet services to my apartment.  When one of my 3 Uverse boxes failed AT&T sent me another box that did not work.  I called and wasted lots of time waiting for an At&t representative because the computer did everything it could to prevent any human assistance.  When I finally got a human they said their first appointment would be 17 July, a week after this call.  It was easier to switch to Spectrum and it cost me less.  As a shareholder in At&t I think it is unbelievable that their customer service is intentionally built to frustrate its customers.   so why does it take 7 full days to send a technician?  Apparently they don't care about my business.