Unable to get response from Rochester for repair

On the 15th of June I went to Rochester Witbank to tell them that my Kristan leather Semi-Aniline action cinema incliner chair's footrest mechanism was not working and I would like to have it repaired. I spoke with Vanessa who said that it was still under warranty and wouldn't cost me anything, so she would fill in the paperwork for service and send it to head office so that they can collect the chair by me and repair it. She said she would phone me later that day to arrange for collection. At 16h00, I phoned her to find out what's going on, and was told that she hadn't heard from head office but would phone me on Wednesday. Wednesday the 17th, by 16h00 she had not phoned, so I phoned her and was told she'd heard nothing and would phone me the next morning. Thursday, the 18th, I again had not heard from her by 16h04 so I phoned her and spoke to Winston, who said he'd phone me back in 5 minutes. He didn't! I phoned him back at 16h56, he took my e-mail address and said he'd cc me on correspondence with head office. It is now the 19th at 12h13 and still absolutely no response or email cc. It's 5 days on and no action to collect, book in or repair my chair. Unacceptable service!