Disappointed in Bunnahabhain

I received as a gift a 25 year old whisky from my staff. It is nicely packaged with a certificate and all. The current price is in the region of R8000 or about $500. When i opened it the cork crumbled and disintegrated. I contacted distillers in South Africa as well as the headoffice in Scotland. I was proised that their customer care department will come back to me but after 2 months I have heard nothing. It is schocking that such a company can give such bad service.