No Back up service or follow up

My HP OfficeJet 6700 Premium printer is going in for the 3rd time in the past month and a half. Hp makes use of Ensure IT services (Midrand). I sent in my printer twice now for repairs and awaiting for someone to get back to me to collect it for a repair for the 3rd time. I have called the help desk on ***on the 26/03/2015 to arrange for the printer to be taken back to Ensure IT Services (Midrand). TO date no one has responded or given me any feedback as to when this is going to happen. Regret ever purchasing this printer.