No response on claim

We have been trying to get our geyser fixed for the past week. I submitted the claim with Florence on wednesday 21 October 2015. The plumber (starplex - Arno) that came out last week thursday submitted a report at the end of last week stating that the problem for the geyser not heating up is a faulty isolator. He tested the element and thermostat and said there is no problem with those. The geyser is not leaking it is just not heating up. According to Starplex the isolator is an electrical problem and need a electrician therefor thay cannot assist. I have a copy of the report. The last time I talked to Florence was last week wednesday when I submitted the claim. I told her that she should contact me and not my husband as he is not available during the day. She has not been following up with me, I have not spoken to her since wednesday. In the mean time I have been phoning and phoning, I have spoken to Dudu and Marissa. They were not able to help, only promising that they will speak to Florence and get back to me. As a result we are still without hot water, I have a small child and visitors coming tomorrow. No one at King Price seems to be concerned about our claim.