Poor service at kitchen aid south africa

I had a breakdown with my stand mixer and I wanted a part, I made a call at the start of business ,they told me lodge my complaint on wats app,I therafter called on watss app at 852 am in waz told to send a picture and details I sent it at 854 am ,3 hours later they have not responded I made calls .it's an expensive product and the service is very poor.the cost of a machine is almost 14000,00 rands shocking at the service