Unable to support product

I have ALS/MND and struggle to breathe, especially when lying down, due to very weak muscles and I am getting weaker by the day. We contacted VitalAire and purchased a Weinmann Somnovent Auto S a few weeks ago. I quickly got used to the mask and slept with it for 6 nights. The next night when my carer put the mask on it was not the same and I could not breathe. It felt like I was being smothered. We phoned the people at VitalAire Bloemfontein and they had no clue how the machine works or about the setup. The one woman referred us to another for support, but she also could not help us. We were simply told that they are closing and that we need to phone on Monday. So we phoned the Head Office in the hope of getting someone that actually knows how to fix the problem and would be able to help us. But again we were told that they cant help us and we need to wait until Monday. In short this company sells a R30000 machine that they have no clue about and offer no support for a device that is essential for keeping me alive while I sleep. So until Monday I simply need to hope and pray that I stay alive. This company's action, reaction and support is disgusting to say the least.