Why did RSPB lose focus on our binoculars?

They accept responsibility for the repair, but won’t respond to my emails about collectionThree years ago, my wife purchased a set of binoculars from the Royal Society for the Protection of Birds that lately developed a fault with the left eyepiece. Representations were made to the RSPB. Its response was prompt and businesslike. It was accepted that it needed to repair the item under the terms of the warranty. It was to be carried out at its workshops and it would arrange collection of the