Pathetic after sales service

I recently purchased a Kreepy Krauly Dominator. Whilst I am happy in general with the product, I do have one issue and that is that the cleaner keeps on getting stuck on the stairs of the pool, relentlessly. I tried to contact the supplier, and that is where my gripe originates from. I have sent emails upon emails, and don't get any response from ********** Some of the worst after sales service I've experienced in a while.