Duratherm Geysers - WHAT WARRANTY??

Thus far Duratherm Geyser's 10 year warranty has been pointless! The geyser hasn't even lasted five years and ITU assist (who are supposed to be handling the 'simple' warranty claim process) are giving us the run around. All they can tell us is there is no stock. No work on when there will be stock! No offer to replace with an equivalent geyser! No direct number to talk to someone in Cape Town - their call center is in Jhb! All we get is a 'sorry out of stock', and an email address we can write to, who do not reply either! in the meantime for the last three weeks there's been no hot water for the elderly residents! They have no concern for the fact that it's cold! No concern that their product I failing! Just NOTHING!!