Poor after sales service

I am extremely disappointed by how poor the after-sales-services is from a "premium" brand like Smeg. My kettle which was purchased 3 years ago had a leak from the front spout, I then contacted SmegSA and advised them the kettle had leak and even shared pictures of the leak. I was requested to bring the kettle to the Smeg distribution centre for an inspection and possible repair. Upon arriving at the reception of the distribution centre, I was advised that Smeg do NOT repair leaks and my only option is to "swap out" my kettle for a new unit and pay R2000.

This is disappointing on many levels. Firstly I should have been advised via email that Smeg do not repair leaks and not have my time wasted. Secondly, the kettle having a defect is disappointing enough but to hear that Smeg categorically does not repair all kettle leaks without even inspecting the kettle is shocking and speaks to a poor quality product. Lastly, the only option being to swap out the kettle for R2000 seems like an infinite money loop from Smeg that does not benefit the consumer at all.

I unfortunately furnished majority of my home with Smeg appliances, I really wish I knew how poor their service was prior, so that I could have went with a more reliable brand.