Hisense Cell Phone Support bad service

I had trouble loading my email to a new Hisense Infinity H50S cell phone and sent an email requesting assistance after holding on for a long time for my call to be answered. I received two tickets with a reference Nos 886961 and 886992 but got no response so I again call in to their head office in Bedfordview and was told that my request for help would be escalated....that was 5 days ago and still no response.