No response to e-mail enquiries

On 26 January 2016 I sent your office an e-mail requesting information on a Delonghi gas heater which I took in for repairs in 2014. No response as at 29 January 2016 so I followed up. Still no response as of today, so I followed up again and tried phoning as well. Well, after speaking to the service dept, the consultant said he would put me through to the service manager but after holding on for 10 minutes, my call was dropped. All I'm asking Delonghi is to assist me in looking at their records to establish the model and serial number of the gas heater as I can't find it any where on my heater. I want to establish if the heater is part of the models that are been recalled. Why am I getting no response to my e-mails, not even the courtesy of an acknowledgment!!!