Shocking service from Duratherm

Five years ago I purchased a Solartherm solar geyser from Duratherm. I was impressed with the 10 year warranty and was prepared to pay a higher price for this length of warranty. I specifically got an approved Duratherm plumbing business to do the entire installation as I know when problems arise companies find the slightest technical issue to absolve themselves from responsibility. Five years and one month later my geyser started leaking. It has taken Duratherm over two weeks to get my geyser replaced during which time I have had to shower in tepid to ice cold water. Initially they needed photos of the installation which I sent, but were good enough, then their plumber took days to arrive and once the replacement was approved, the BRAND NEW geyser arrived but installation could continue as this geyser too was leaking (from the element, but the entire system should have passed a QC surely). It has now taken Duratherm three days to approve the replacement of an element! Hopefully the job is finished today, but I will not be holding my breath. A word of encouragement to the call centre staff who are pleasant but work under extremely demanding situations with customers like myself who demand better service. I will never, ever buy another Duratherm geyser and I will inform all my friends and acquaintances of the shocking service from this company.