Can't get the parts HERE

The carafe of my Russel Hobbs coffee maker was broken a month ago, I called Russel Hobbs client service in Jhb but they said they don't do repairs, so I called the company who Russel Hobbs recommended and they told me I need to pay R380.00 for that carafe (the whole coffee maker is R700). Well, it's fine, so I paid them immediately, when I ask them a day ago when am I going to receive the carafe, they didn't answer the question because it's been 2 weeks now. So I guess you only can buy Russel Hobbs' products but try to not break anything because you won't get FIXED!