Slow and unacceptable call centre response

It has been 1 week now and the assistants dealing with our case got confused when we used to email addresses to log a case. Firstly we have purchased 3 excercising equipment, but the one that stands out was the Stryder, when we openes the box and tested the computer module that mounts ontop of the machine was displaying the information on a broken display we reported this to trojan within 2 hours of purchase as well as the one bolt that has stripped. We brought the problem to Ayanda and Tshego's attention, the orginal email we have sent from had an automatic reply so on the 23rd of Nov we have informed them via email to please respond to a different email (orginal message was forwarded to keep the information) on the 27th of Nov I have responded twice in one day to request feedback neither of them were able to respond after two days. We have made it clear that the two case numbers are 1 case, we have provided alternative contact details 3 times and apperently they have sended us an email which we cant find that informed us the till slip is unclear. We have given them the model number the store from which it was purchased but the rate at which they reapond is terrible it would have been appreciated if they could call if something was unclear or misunderstood but instead they left the matter due to 1\3 contact emails responded with an auto response.