Paying tons of money in the name of gaurantee but guess what...

On the 2nd of January 2018 I bought bathroom sets from Ctm Gezina and I was advised to buy Tivoli brands as they come with 10yrs guarantee. Indeed I bought a Tivoli cistern for the toilet and it was installed. After installation it was discovered that the cistern is not functioning properly. I then called Ctm on the 22nd of January to report the issue and I was told to come to the office and complete the forms for the issue to be taken up with the manufacturer. I went there on Wednesday the 24th when I got they called their warehouse manage to which I explained the problem and even informed him that we are currently sitting with a toilet that is not flushing and are therefore using a bucket to flush trying to illustrate the attention that my situation needs. All went good and the manager suggested that someone from CTM come to my house and check as to what might be the problem, he then promised to come Thursday to check if it was not installation problems. On Thursday I called around 16:30 to find out how far is he as he promised that he will call me during the day to confirm the time he will be coming. He answered the phone and said that he is just waiting for their technician to confirm something then he is coming, to this date am still waiting for him. On Tuesday the 30th my husband called again and he was informed that the warehouse manager is not available and spoke to a certain guy by the name of Ben who alleged that he is a manager and he refused to give my husband his surname, the guy apologised and made a promise that he will definitely send out the technician to come and have a look at the problem, still nothing happened and they don't even call us to let us know what is the progress on their side.

I'm so disappointed for a company as big as CTM not to take their customers serious and treating us like they are making us a favour by assisting us. it looks to me like all they care about is making profit and they don't care about their customers at all.