Has anyone else had a problem getting Cooksongold to honour warranty on equipment that has failed during it's warranty.

Our Foredom tumbler has failed and I've been trying for 9 days to get an answer out of customer services as to what to do. Emails go unanswered, phone calls just result in a 'we'll get back to you' Very poor customer service. No point in giving a 2 year warranty if they're not going to honour it is there?