Ignored by Sodastream SA

I bought a Sodastream unit in July 2023 at the discounted price offered to owners of older models. It was couriered to me from the head office. Service from Larchelle at the head office was good. The first cylinder replacement was routine. Next time (Jan 2023) the cylinder got stuck and did not work. I can't remove it from the unit. Obviously I want to know what my options are, for repair or replacement, as there doesn't seem to be a local (Cape Town) agent. I've emailed the customer care address several times. Apart from automated replies (eager for me to express satisfaction) and a reply about warehouse closure over the holidays (which I assume was also automated), I have not received any actual advice. I contemplated phoning, but experiences shared here (with Hellopeter) suggest that might be even more frustrating than emailing. I can't help wondering if the staff are lying low, waiting for the guarantee to expire.