No customer service

I have sent a number of e-mails to the company to enquire whether they are an authorised repair/service centre for the Xiaomi robot vacuum mop. They have not had the courtesy to respond which makes me question the fact that Makro sends the Xiaomi products to them for service and repairs. If they are not an authorised repair/service centre for Xiaomi, are they then using non-genuine parts when carrying out repairs? Would this then not void any guarantee the product has?