No response for repairs on Fitbit Charge HR

On the 8th of November 2015 the Fitbit that I bought my father broke during his motorbiking. I logged it into the Glen on the 9th of November 2015 for repairs. I got an sms on the 24th of November 2015 saying repair quote was accepted. So first of all it took 15 days for them to actually log the device in for repairs however that is just poor customer service. Then today (14 January 2015) I phoned them to see what is happening with my fathers Fitbit and they cannot help me. They said they can't find the reference number and promised to call me right back, this was over an hour ago. I just want the Fitbit fixed as it was under warranty and it has been over 2 months now.