No Geyser during cold front

We bought a geyser in 2020 and it's still under warranty. Our geyser started leaking and we reported it on the 11th of June 2024 at Builders Mahube. first they wanted pictures of the geyser and the customer receipt copy, we submitted. A week later we went back to ask about the progress, they said the supervisor was sitting with the papers and had not logged a call yet. We were then told to submit pictures of the serial number printed on a stick-on paper on a geyser that has been outside for 4 years. They then wanted confirmation of banking details, we submitted on the 29th of June with the promise that we'll get a geyser on or before the 3rd of July. It's almost a month, we keep getting the runaround, today (8.07.2024) we called them and we were referred to someone who said he doesn't deal with that brand of geysers and referred us back to the store... still no getser, no progress and no feedback. Their communication is poor, Service poor and the staff is inefficient.