Oral-B review: Oral pro 3 plus service centre Ref IT-braun-13516927.

I contacted oral b through online form 10/2/25 as my oral b pro 3 3500 purchased 5/11/22 was not holding its charge. I had an extended warranty until 9/11/25 I provided confirmation of warranty and receipt through the online form. I received an email from customer relations Sandhra on 11/2/15 pretty much asking for the same confirmation that I’d already provided but none the less I attached again, several emails later and Sandhra confirmed she was happy to pass all information to the service centre, and that I would receive an email from them either that day or the next her email was dated 13/2/25 with a return postal label and further instructions. I never received any emails from them, I checked spam etc. several emails back and forth to Sandhra who them attached a return label herself. I asked her to check they had the correct email address which she did. At this point I would like to mention that my complaint is not the customer relations team Sandhra she’s been very thorough and efficient it’s the service centre.
Sandhra sent me a link https://oralb-uk.infotip-rts.com to enable me to keep a track I just needed to enter my reference IT-braun-13516927, which I did this generated an activation code which was sent to my email address again never recd this so can’t track, I mentioned this to Sandhra stating I felt that service centre had incorrect email and this confirmed it. Sandhra confirmed they had the correct details. I returned the toothbrush on 21/2/25, it was delivered in 24/2/25 I was told it would take 5 days to hear or receive a replacement. It might seem hasty to issue a complaint so soon but due to previous non contact from service centre and that fact I can’t log in to service centre I’m very concerned about what’s happening to my toothbrushe.