No after sale service for its products

I Bought a Genesis cyclo vac some time back , I had no problems with it -but recently one of the hand pipes that feed into the vacuum cleaner broke and I started looking for a replacement , now with this pipe broken -I have to do my vacuuming bended , and this is very uncomfortable , I phoned Verimark and was asked to take a photo of the part and send it to [Email Removed] -this I did on 18/02/2015 -from there I have not received any feedback or assistance -and I'm left without a solution - how can Verimark have no after sale service for its products that it is still selling ?