Poor after care service and response

Hi there. I logged a query regarding a part for my defy slimline oven that broke in January via the Defy chat pop up on the website. The person responded in February. Then nothing came of it. I contact their Facebook page for assistance in February who promised they would get in touch with me and unfortunately its now September and still no response. I followed up on the Facebook page and they don't even know what the query is. The person was not helpful at all. Its a small part I need replaced but it should not take months to contact someone via email. Not great after care service.