Nespresso after sale service required

I own a Nespresso Latissima Pro. The machine was in storage for 3 years due to working out of the country, I came back and it was not pumping any water. I contacted Nespresso Club South Africa and had a rather helpful lady on the phone, Unfortunately, the coffee machine is stuck in descaling mode and she advised that there is an airlock, but we can't remove the airlock if the machine is stuck in descaling mode as the lungo option does not light up on the touch screen. She said a technician will phone me back later the same day, it has been 4 days now, and still now callback or email. I expected better service from Nespresso, the machines are not cheap, nor is the coffee, therefore I expect a higher level of professional service.