Jaquar — water heater alexa plus 20 ltr

We bought a jaguar water heater with remote for our home. (Alexa plus hz 20 ltr) the heater was not starting up and we raised a complaint with the local service provider (Nexus enterprises, palakkad, kerala). They visited, inspected and said that the remote has a problem and will be replaced (Their service job card no. 1781 dated 22/10/18) further we were asked to follow up with jaguar toll free number in kochi and also with one mr. Dileesh @[protected]. Despite multiple attempts, we are not getting a commitment on when the replacement remote will be delivered. We have been using jaguar products for a long time and is really disappointed with the service. Please note that the unit is under warranty

Please help in sorting out the matter