Warranty claim on Hisense

My washing machine wash bought in September 2023. It packed up 11 days ago. I eventually found an email address and completed a form, and attached the invoice and copy of the order. I was given a reference number, but no further communication. I resubmitted my claim, got a reference number, no further communication. I sent another claim through, they requested the paperwork I had submitted previously. This was yesterday morning, and I sent it through promptly. Not another word. Stay away from this brand, the service is appalling.