Purchasing of Spares

I have been trying since September 2014 to order the steel piece from my extractor fan to the ceiling / roof. It has been the most unpleasant experience dealing with the AEG spare centre at the number +***. <br> 7 May, will be the 3rd time that I am trying to order the same part. I am still waiting for the email with a picture as they do not know what part, even through it has been given every time. I tried calling the customer line on *** and ask to speak to the manager, without success. <br> The product might be good but my experience with the after sales service has been shocking.