No after-sales service

I bought Aro (Makro's own brand) urn. No longer have slip. Top rim and lid have perished and are crumbling. took it to Makro. I was told by repairs dept lady that they can't exchange it without slip, but can send it away for repair. However it will take minimum 21 working days and if I don't accept the quote I will have to pay a quotation fee. BUT she didn't know how much this fee is. So if the quote for repairs is too high and not worth it to fix, I could get landed with a high quotation fee and still have a broken urn- completely unreasonable in itself. Why couldn't she tell me how much the quotation fee is? To top it all, she gave me the name and number of the repair agent and said I can take it to them myself for a quote. I contacted them, only to be told they don't deal with the public and it has to go through the dealer who I bought it from. What a complete waste of my time and money. I spent hours on this and I still have a broken urn. I should never have bought Makro's brand, as the after-sales service is shocking. In tonight's Star Workplace, there is an article about building a brand. The key element is good customer service. You have lost a customer!!!