Dissatisfied with service

On 26 July 2019 I reported to Absa insurers that my geyser packed up. They then dispatched PCR Contractors to replace the geyser. This was done on 27 July 2019. On the 29 July 2019 I reported that the geyser has not worked since it was replaced. I have been informed by PCR Contractors that they need the go ahead from Duratherm to replace the thermostat, which according to them is not working. To date the geyser has not been fixed or replaced. I have been told by PCR Contractors that they are waiting on Duratherm. No one seems to know how and when this problem will be sorted.