Jets in bath broke off and unprofessional conduct regarding 10 year guarantee

I bought a jet bath at Italtile in Dec 2020. I was told it came with a 10 year guarantee. I requested documentation and install specifications if there was any that I needed to be aware of, I was told I would get it once they get it from the supplier which I never got.

Now, 2 and half years later the bottom jets literally broke off and I am unable to use the bath. The store sent out a guy who confirmed this and said he has never seen this happen before, but nevertheless, this is not covered by the guarantee.

My request for access to this guarantee is being ignored, so I can start to understand the confusion and where I can start to resolve this, but nothing. 3 requests already ignored and I am sitting with an unusable bath.

Substandard product to last just over 2.5 years and I am yet to experience such unprofessional conduct regarding a guarantee. All promises when you sell it, but when you have to honour it, there is no integrity.