It's not true that they have lifetime guaranty

I reported a problem with a pot the through call.they sad that they will send someone in 10 days. No respond its now a year. I realize that that person was only going to help me if I buy another new product. Funny thing is that if I buy they can deliver within a week but because I have a problem with a product they are having a problem to come. Last thing I they sad that they will send some one I must expect a call. When I call them they all ways say I must expect a call from them the person will come to collect a port.I can't use my pot.that time I was still paying my instalment only after I threaten them that I won't pay them then they call. But now co use I have finish paying this mean that I lost. They are even aware that their pot develop rust they even told me to use a chemico. To clear that rust