40 days, no feedback, no progress, no resolution

I have a fault 175crk110718 It's been a month and a half and there is no progress and no feedback. The SM team keep promising to provide feedback, but they are just empty promises, I never receive any calls, I just have to keep asking and each time I ask it's the same story, something like "the technicians are busy with it" and "we'll let you know" But nobody ever comes back with any progress or any ETA.