TERRIBLE TERRIBLE after sales service

We bought a very expensive Simmons mattress from Dial a Bed with a 10 year warranty, just less that 5 years ago. After lodging a complaint that the springs are coming through the bed they’ve sent out Simons to inspect the bed. Simmons phoned back with a shocking response that they will fix the mattress for just R3000. I told them that it has a 10 year warranty. There response was that they will ask Dial a bed to call me and I’m still waiting for two months for someone to call me. I just feel they are quick to sell you this great expensive bed but don't want to fix it when it breaks. I need a replacement mattress not this one repaired for R3000. If i do not get a satisfactory response I am contacting the consumer goods and services Ombud.