I sent my Vertuo machine in as it was leaking

I sent my Vertuo machine in as it was leaking. There was no feedback in terms of the progress of the machine only courier updates. To my surprise it was returned two days later absolutely filthy. We tried to use it and it leaks pretty much double the amount that before. Is this the aftercare service that we can expect. It has been a putrid experience. I expect an urgent call from a competent staff member that can resolve this smartly, someone that knows how to communicate effectively with relevant feedback.