Appaulling Service Plumbing services

6 months ago I had a geyser burst and Santam dispatched plumbers who replaced the geyser and the Valve. I have since experienced problems with the valve and I reported this to Santam. An alternative plumbers were dispatched and they confirmed the defectiveness of this valve, however since it is still under warranty they couldn't replace it but referred the matter to the original plumbers and Santam. It has been 3days niether Santam and the plumbers have contacted. I made an effort to contact Santam and they told me there's nothing they can do as the service provider is problematic.