Pathetic service

I am in need of a glass jug for a Platinum coffee machine which is Checker's housebrand but was told that spares or service on platinum products are not available after the 1 year guarantee is over. I have spoken to staff numerous times over the last 2 months who promised to locate a jug and get back to me as I was not prepared to accept that spares are not available but they have not. Does this mean that a Platinum product needs to be thrown away after a year if it stops working as spares are not available. Very very poor service for an inhouse branded product.