Disappointing service from EcoMed Medical

Recently my oxygen concentrator, which is under warranty, broke. I contacted the local area agent for EcoMed, immediately. She ignored my repeated calls and messages. I spent the next two weekend days, struggling without air during load shedding. I reverted to the head office on Monday, where I spoke with a technician. I requested a lending-machine, but was told there was none available. I was also told to keep on calling the area agents. By day 5 I phoned head office again and demanded help, as I had a dental procedure coming up the next day. That afternoon an O2 cilinder was delivered to my home, so I was able to go to my appointment. There was a lot of load shedding that week and I had to go without O2 during those times. My O2-levels fell well below 90%, which can become very dangerous for me. Another weekend with load shedding came and went. I kept on calling the rest of the week, but I only got empty promises from EcoMed technicians. The Friday, a machine was delivered to my home, which I immediately noticed was the wrong one. On Monday my own machine was eventually delivered. In the end, I spent 15 days without an O2 concentrator. This is not a novelty machine - I need this machine to breathe - something very often taken for granted. I was house-bound for two weeks and had to have my food and other necessities delivered to my house, at my own expense. Although all personnel were very friendly (which I truly appreciate), the service was appalling. The company does not have a customer liaison, thus the customer has to do all the calling back and forth of personnel. As a terminally ill person, this experience, as well as its consequences, was extremely stressful and exhausting. I spent nearly R40,000 on this O2 concentrator and I was expecting proper support from EcoMed accordingly - but I am truly disappointed. I hope that EcoMed can re-evaluate their practices and find better ways to support their customers in the future.