RedRhino pond pump, pathetic service from agent.

In Dec 2024 I bought a new RedRhino pump for my koi pond from Chamberlains Strubens Valley. In early Feb 2025 the pump stopped working so I took it back to Chamberlains. I was informed that the pump will have to be sent to the agent to check and repair if possible. The pump was immediately booked in on 13 Feb 2025 and according to the staff at Chamberlains they notified the agent immediately. I was told that I should hear back within 7 days. On 25 Feb 2025 I contacted Chamberlains to inquire about the pump. The helpful employee immediately contacted the agent involved to inquire about the pump but was told by the agent rep that he had not collected the pump from Chamberlains as yet, he will do so in a day or two. I mean how pathetic from KLB or RedRhino, really. In the meantime I am battling with the pond water due to no circulation and airating and have lost a few fish already, but I guess the KLB rep has better things to do.