useless guarantee

I bought a Philips iron 2 months ago and the heat just decided to go lower and lower everyday, now I took it back to clicks for a change but they can help me, Tshidi Phello is telling that she will have to send it to Philips cause according to her it is working. so in short she telling me that I'm lying. I then contacted clicks customer care which they where no help at all as the first consultant said they must change it for me then the nazeem said no they shouldn't when I phoned the second time. honestly this is frustrating as if I have to leave it what am I going to use? why do they have a 1 year guarantee that they will help if anything goes wrong?