Mission to get Duratherm geyser replaced

Have now been without a geyser for a week. Keep going around in circles. First Outsurance, then Solarwise Plumbers, then the Duratherm Call Centre, then Vincent the installer then Duratherm directly, then back to the Duratherm call centre..... Only to now be told they cant find my case. Everybody will get back to me but never does! I have been told that the geyser is under warranty and that Duratherm will replace it but nobody knows when. Not sure what is going on! Have two small kids and can't bath them our ourselves! The reviews on here does not leave me very hopeful but I see that the Duratherm Management do reply so hoping for some assistance to sort out this matter ASAP.