trackabout c/t after sales service, disappointing

after many months of planning, our departure date approaches for a trip around oz so we set the c/t on saturday only to find our brand new safari trackabout has little holes in the canvas TOTALLY DEVASTED !! so first thing monday morning rang TRACKABOUT to speak to some one regarding our trailer ,and about the best way to fix the problem.
I told them we will be up that way in a weeks time approx so can i speak to someone. was told by the girl on the phone no one was about at the moment but someone will call me back *(9am) so then i rang back at mid day, to be told the same thing, still waiting 10.30 TUESDAY morning so i rang them again only to be told ring them when up the way . totally crapped off ! still have 'nt spoken to anyone past the front desk
Is this a typical m.o would like to hear from any one else.
I've just spent $ 11000 with this company and no one will return a call
i understand $11,000 mightn't seem much to them ,but to me this was a once in a life time purchase for a once in a lifetime trip with the kids,
so anyone considering purchasing a new product should consider after sales
service as a factor
has i have experienced none.
a totally disgruntled TRACKABOUT customer
yours sincerly
The walker family