Ford disappoints with customer service

On 8 November 2019 my Ford Ecosport 's clutch broke. I took it to Ford Aurinia Silverton to be fixed. The car has 128 000kms and is out of warranty. I asked what went wrong and they said the spring of the pressure plate was cracked and then it broke. When I asked if it was a factory fault, I was told it is wear and tear. Since then I have contacted Ford SA and I received the same answer. When I mailed them and requested the aswer in writing, I was ignored. Then I wrote another mail to Ford SA on 28 November 2019 requesting a written answer, but to date, I have received no reply. I perceive this as very unprofessional. I have referred the matter to the SA Consumer complaints.