Customer support very poor

We are a large listed company on the JSE and bought a coffee machine from Hirsch's for R20 000. This was less than a year back and the machine has been sent back 3 times already. The machine is only used for VIP's in the boardroom about once every two months. Hirsch's people do not phone back, they do not give updates and they do not know what's going on. We keep phoning back with no resolve to this problem....this has not been a pleasant experience at all.