Worst service ever!

Our geyser (under warranty) burst on the 3rd Augusts. I reported it at 08:00 - it is now 14th August - up to now NO ONE has contacted us to arrange replacement. We have to follow up on a daily basis - same message - we will escalate it. Today I have been told that they have a turn-around time of 8-10 business days. We have been out hot water for almost 2 weeks. I feel that because they aren't making money by replacing the geyser it keeps on being pushed to the back burner. Worst service ever!