Bad service, no communication, unprofessional

Since Saturday I am waiting for a replacement geyser under warranty. I am told to pay an installation cost of 2100 . Plumber is asking for code sending otp number. Cannot get through the phone lines. They mixed up reference number. Thay say no stock of geyser. And no updates in regards to when my geyser will be installed. It's winter.. 6 days has lapsed. I emailed a director Raymond saayman and no response. I was told he is a director by a lady called Nolwazi who seemed sorry for all the inconvenience. I need my geyser installed