Poor customer support

We were gifted a v12 Dyson cordless vacuum cleaner It Is a good machine but battery runs out before the job is done On 9December 2025 I emailed Dyson with a request to buy an extra battery They rep**** that they needed a photo of the machine and a serial number I sent the requested information and one Ntombi rep**** that they have the product and quoted price and cost of delivery I requested a pro forma invoice and banking details for payment and delivery It is now 21 January 2026 and have had no response I believe this is pitiful customer support