Has anyone had any expereince with making a warranty claim with DSE since Kogan took over?

The reason I ask is that I've contacted them about a smart watch that's failed within the warranty period. It took them 3 or 4 days to acknowledge my intial contact which is fine, dumb time of year with Xmas etc. They requested some pictures of the watch, which I sent on same day no issues. It's now been over 2 weeks and no contact from them, I've emailed them weekly to request an update and nothing. Can I expect them to suddenly contact me? Or is there a way for me to go through a different channel to get things rolling?