Poor Service/Failure to Honour product Guarantee

We purchased a Lounge suite in January 2014 with a 5-years manufacturer guarantee on structure. The lounge set broke and we cannot sit on it. I called in and I was told initially this is not covered as a broken seat and whatever hold the seat up is not part of structure? What a load of bull, which I explained to the agent, who eventually understood I was not standing for this. I was then informed several days later I must now arrange transport at my own cost to to take my lounge set to their repairer in Durban. I spoke to call centre agent again today and explained I was NOT PAYING transport costs when it was Grafton Everest's responsibility to honour their guarantee/warranty and carry out repairs at their cost and I requested to speak to the manager. The agent tells me in a robotic tone they were closing the file and cannot help me further.<br> <br> I was under the impression I was dealing with an established company that prides itself on customer satisfaction and product guarantee. THIS IS NOT THE CASE instead your staff are trained to avoid accepting responsibility for valid repairs and transfer blame to customers and your managers are trained to avoid customers calls.