2 weeks plus to get a technician!

I logged a call two weeks ago for an engine that burned out on the Trojan TR5 (not even year and half old). When following up there was a delay in getting the ticket to the technicians. They simply say sorry wait another 2 weeks for call! So I am a month without my treadmill then?? Mmeli Khoza just keeps giving me the same robotic answer!

Need this problem sorted asap!