Lack of customer service

I bought a health grill from checkers hyper and have changed the product 3 times each time for the same reason. You use it a few times then it defaults with the same problem. So I called Checkers in N1 city to speak to the branch manager as this is an in house brand regarding the exchange of the product, that was 2 days ago and no one has bothered to call me back. Firstly the person who answered the phone blindly transferred me to the manager without knowing if she was available to take the call, then her ext just rings and the call does not return to the switch board. So i drop the call and phone again and ask to speak to someone else she says she can transfer me to the admin manager, ms Titus but she isnt sure if she can is available to take calls. I mean this is an in house brand that repetitively gives the same problem. Is it that difficult to provide good customer service and a good quality product? I would really like someone to call me back that actually gives a hoot about their brand.