Customer support ? What is that ?

Hallo my wife has the GENIO PIANO BLACK coffy machine and we through away by accident the holder that holds the capsules. I went to nescafy website to the customer support 3- 4 weeks back emailed them 2 times asking if they sold it separately or must you buy a new machine , no has emailed me back does this mean u have to buy a new machine thats R2000 feels like they sell the product but forget about any assistance after you bought it