Smeg South Africa service backup.

I need two small springs for my refrigerator FQ55FX1, I called Smeg SA, select spares department, get no answer. I send an email with a photo of the springs and model number, the answer is they will activate the request, one week and no response. Eight more phone calls, I leave my number every time and still no response. What is the point on selling appliances if Smeg South Africa cannot provide a service backup. Shocking service.