Terrible customer service!

I recently purchased a rather expensive Bosch Kettle.It was damaged and broke at the bottom of the kettle. I contacted Bosch head office based in Midrand and was told to bring the kettle through and if spare parts were available the part would be installed, alternatively it would be replaced as it was still under warranty. <br> Based on that feedback I took time off from work & drove to Midrand to hand in my kettle in. few hours later I received a call from a technician telling me that a spare part was not available and telling me that it will not be replaced as \it cannot be explained"??? so no replacement as it couldn't be explained??? What's the use of the warranty? why wasn't this explained initially? Surely then i wouldn't have driven all the way to Midrand! I was then also told by him to fetch it as they do not deliver! Surely this is not what your brand stands for!! I'm honestly absolutely horrified at this experience and will definitely think twice before considering the purchase of another Bosch product! Please rectify this immediately as I refuse to collect it based on this poor customer service!!! I would like this to be seen to immediately! Thanks!"""