Terrible service from Honeydew Nets

Terrible service from Honeydew Nets in Johannesburg! We purchased a R9000 slide-on pool cover from them 6 months ago. There is a 10-year guarantee on the pool cover, after 6 months we have already started having problems with the pool cover due to them not having secured the pool cover well enough. Upon calling them (on the 31st of October 2015), they stated that there may be a R400 call-out fee and that my wife should send pictures to them so that they can determine if it was our fault! After throwing a fuss- they agreed to come out on Friday (6 November 15). I told them that it was urgent since we have 2 small kids and the pool is wide open. They did not keep to their promise, not did they inform me that they will not coming on the agreed upon date. To make matters worse, they are unable to come on the next possible day which is today (9 November 2015). The pool cover has been off for 10 days and counting! This is really terrible service from a company who supposedly prides itself in customer service. After paying that much money for an easy slide-on pool cover, we are terribly disappointed at their after sales service