Partserve customer service not talking to technical support

Helping an 80 year old lady get her printer fixed. She paid to deliver the printer back to her but you send her emails that she must collect it. Eventually we have to go to collect it for her and try to get her money refunded. We get there and told you are about to deliver her printer but why is your system sending her emails to come collect her printer! Tried calling your switchboard but no answer after being on hold for over FOUR MINUTES. Called your normal number and told by IVR I was first in line but I was still first in line after many minutes. Had to hang up.