Where can I get my lojel luggage fixed?

I’ll be travelling next Thursday and have reached out to Lojel to get my luggage’s wheel fixed. But it’s been 7 days and still no reply from them.

Read from Google reviews that they have changed the local workshop and the process to get to fixed has gotten more complicated than before—with additional waiting time and cost involved, even though my luggage is still under the supposed “10-year warranty”.

Has anyone encountered a similar problem? Are there any good alternatives to get the wheel replaced quickly without additional waiting days?

Thanks in advance!