Karcher don't care about collecting repairs from their retailers

Waiting more than a month for my High pressure cleaner to be collected from BWH and repaired. I also contacted Karcher directly to see if they can act on this, but they didn't bother to respond on web query The staff at BWH Strubens just laughed when I enquired about if my unit has yet been collected by Karcher for repairs. They showed me another one that was there and waiting more than 3 months for collections. I handed in a bosch drill at the same time as my Karcher for repairs and within 2 weeks I had it back