Hirsch's worst customer experience.

The after-sale customer experience with Hirsch's is bad, I have logged a claim for a Hisense washing machine that shattered after a drum clean. My query was handled by Elisha Pillay she that my claim was rejected as damage was caused negligence and I need to liaise with Hisense technician for a quote of the door. I have asked her several time to send me a formal letter stating the reason for the rejection, to date she has not sent me one. All I need is a formal letter stating that my claim is rejected and the reason or provide me with the direct contact of your supplier.