Lack of PROMPT service

I have emailed Hisense in an endeavor to find out if they can supply spares for a subwoofer earlier this month and I received a reference number (***) and I am still waiting for their response. I feel that my entertainment life has been halted due to their lack of urgency. Was I blindsided by buying their product believing that they are a reputable company who will? provide a quick aftersale service and support??