Hisense spares pathetic service

On 23rd January I placed an order for rubbers for my Hisense fridge. I was told that I have to email them and receive a reference number and my query will be attended too. It’s been several days later and I have not received any feedback from Hisense after informing them that the fridge is losing it’s temperature and the food is going off. Until today I still have no feedback and no idea as to what is to happen. It is a long lengthy process to buy spares from Hisense and I unfortunately cannot wait any longer. I need this matter resolved as soon as possible