Boat — Replacement not delivered even after a month

My ticket number is 1254966, on 9th july 2020, my replacement was picked and ticket status shows replacement product issued. As of 16th july on tracking it shows whhandover and it's 26th july...
I was promised a replacement delivery within a week which got delayed due to the covid-19 situation which was understandable but now it's almost 20 days, and i have no idea about any further details. I tried to reach out to the boat team through calls and emails but nothing seems to be effective. What kind of service is this, atleast keep me informed about it.
When can i expect a delivery of my replacement product.