Public Service Electric & Gas [PSEG] review: Worry free

I have been paying for a worry contract on my current water heater that was purchased new in July 2010, so a little more than 13 years. On Monday 9/4 late at night I heard a loud high pitched sound coming from the water heater, Tuesday morning I had no hot water. I tried calling PSE&G and had to deal with an annoying AI rep taking in circles so I made the first available appointment online. The appointment was today between 9am and 12pm, the repair person showed up around 11am. I was told the part needs to be ordered but they are not sure how long it will take, and once it arrives I should make another appointment. This is unacceptable! If I call a private plumber and pay it would have been fixed, or most likely since my water heater is so old replaced. The part is around $40, I paid much more than this for this contract for 13 years. It’s just not worth it to have this contract. Tomorrow I have a plumber coming to my house since I was told the water heater is old and the high pitched sound doesn’t sound like what the service rep described should be fixed so I am literally just wasting time. I guess this is what happens when a company monopolizes an area and there aren’t any choices or competition, the service goes out the window. I would appreciate if PSE&G would stand by their agreement and fix my water heater timely, a week without hot water is not acceptable.