Appalling customer service of W E Geysers

The company offers a 10 year warranty on their geysers. My elderly parents had a geyser installed a few years ago. Geyser started leaking about 10 days ago. Company sent an assessor. Replacement was approved. It's over a week now and they have NOT yet replaced the geyser. I see now that they have a terrible review on Google. Disgusting, appalling, horrible, pathetic customer service.