Lack of service

I took my car for a service in January and requested a part to be changed. my service advisor was Alicia and she advised that due to the new system they are unable to order parts but that will be sorted towards the month end of January. I called Alicia beginning of Feb and she said I must send her an email approving the part the be ordered, which i did. she has been quiet ever since, every 2 weeks since the first email I have been calling her and she asks me to send the same email everytime. I am receiving no help from her at all.