Your letting experience is missing one key factor; you’re not the customer to the letting agency. The building owner is the customer, not you. As long as the apartment gets rented out and maintenance gets done well enough, the owner doesn’t really care if you have a bad experience. And the letting agency doesn’t have to care about you either, since their treatment of you has no effect on their bottom line.
The fact that they don’t feel ashamed of mistreating a non-customer is however cultural.
This is on point. It is not that the service is not replaced by a service serving the customer better. The customer is already being served perfectly fine.
The fact that they don’t feel ashamed of mistreating a non-customer is however cultural.