Servest, do you actually have after sales service. If so, what happened to it?

I ordered a water filter from Servest Cleaning Maitland, for the cooler for a friend of mine Karen, 3 weeks ago. I gave them her name, email address and mobile number. The lady I spoke to was very pleasant and said she needed to order from Johannesburg. No hassle, I would wait. A week later I telephoned asking if it has arrived yet. It had not, so I telephoned on Friday morning last week and was told that the lady who dealt with it would phone me back, she did not. I phoned again yesterday Thursday 8th Feb and was told someone would contact me. They have not. I confirmed with Karen that she has never received a call or an email. No words.