Terrible customer service and support

I have apartments which I rent out. In February 2024, at one of them, the geyser starter leaking. My plumber went to have a look and determined that the geyser ruptured and must be replaced. At that stage it was still under warranty, and he registered a claim with Ariston. This contained the plumber’s email address, cell number and the tenant’s cell number. In this week the geyser started dumping a huge amount of water and when investigated it was determined that the geyser was never replaced. Investigating this, Ariston claimed their service provider could not get hold of the tenant thus the geyser was not replaced. Even though they had the tenant and plumber cell number and the plumber email address, they did not reach out to either to follow up. The geyser’s warranty expired about two months ago, and even though the original claim was made still under warranty, they now do not want to help my and deliberately try to derail my attempts to get this fixed. They referred me to Mr Drain which will not even answer a phone call. After some WhatsApp they just claim they cannot do anything. when going back to Ariston they claim their service provider is correct and they can’t help me. Back and forth, but nothing happens.

I am disappointed in the unprofessional way this case was handled. I am disappointed in the fact that I am not getting any cooperation and that no one is owning up and doing the right thing. I am hugely disappointed in the client service. The fact is that these individuals cannot even properly correspond in English, and they deliberately are trying not to help me in the hope that I will just go away.