Shoddy customer service

Purchased a complete Toilet set some time bacx from them. Turns out to be a LEMON supp**** by McNiel to them. Cheap, maybe even mass produced Asian goods, that as you do your numer 2 it all lands on the ledge and does not slide into the awaiting water. Continuous phone calls have met with being rebuffed and treated like a mushroom ( kept in the dark and fed #$%#$ t) not one representative from Builders has even been to inspect the installation that was done professionally. They asked for Photographs and these were sent. We have high profile visitors , visiting us and this is a great source of embarrasment. Do we have to litigate to get action?"