Is this Bosch service?

I have purchased a handheld Bosch vacuum cleaner for my daughter, similar to the one that I use. She complained that she could not change the device, hence it was not working. I only managed to test the device myself three months ago and found that although I could switch it on, it made a funny noise and caused a burning smell. On a trip to the area, which I rarely visit, I delivered the vacuum cleaner to the Bosch service centre in Johannesburg on Friday, 21 November 2025. I was subsequently informed that the fan is broken and the devise could not be repaired. I then lodged a complaint via e-mail to the Bosch call centre on Tuesday, 2 December. In this email, I included the original invoice, as well as the technician's report. The complaint was referred to an agent on 3 December, who did not respond. On further inquiry on 6 January 2026, the complaint was referred to another agent, who referred the matter to the Bosch head office, which confirmed that the case is being discussed. More than two weeks later, the case is still being discussed, and the contact person is either on leave or attending the annual Company Conference.