Electric Fry Pan

An ex employee of creative housewares had gifted me the odiseo electric frying pan and while the pan is still under guarantee it stopped working. I took to the durban office where Michael attended to it and gave me a new thermotat . Thereafter it worked for only 49 minutes and pan switches off ,again took it back with no exchange being done . I contacted the manager Paul Mansfield who was very abrupt and told me that whenever they get a returned unit I will be exchanged. Why must I get a returned damaged unit when the product is under guarantee ??? Michael has not contacted me as yet Purchase date : 25/8/16