Heavily disappointed with Hikvision in Johannesburg.

What a disappointment. I tried calling Hikvision in Bramley, Johannesburg. All the attempts were not successful, I simply got "the subscriber you are calling is not available " So I sent someone to the office of Hikvision to have a DVR tested. the receptionist basically told us to go away and start by calling the helpdesk to check the serial number for warranty. She also insisted that the unit should go to the dealer where the unit was bought. The challenge here is that I have no idea where the unit was bought as it is a new customer for me and he obviously does not know where the unit was bought.