Services not done

I bought a defy extractor for R5999 in August 2017. In November 2017 the lights were already dead, i called them and i waited for weeks on end before they responded late December. Still after their visit my lights do not work. January 15 2018 i emailed again. up to this day nothing has been done. I wonder if there are people working at Defy service dpt at all. if they cannot fix the extractor i want a new one. i am not paying R5999 for nothing.