SMEG worst customer care and after sales service!

I bought a kettle from smeg just under 2 years ago and the on off button jammed. I was initially told to just buy a new one by customer care and they will give me 50% discount so I can pay R1750! I said to the lady but first look at it and see if u can fix it. Then I saw i was within the 2 year warranty period and was told by the consultant to send the kettle to them in Joburg. We packaged the kettle in a secure box with plastic bags etc and a letter saying the on off button was stuck as well as the purchase invoice. When the courier got there, they took the sealed box into a back store room and said he must wait they will give him a new kettle. After 20min. The repair guy appeared with the exact same box sealed so the courier guy asked if it contained a new kettle and this was confirmed. The box was the exact box we had packaged the kettle in. When we got the box from the courier, there was a kettle in the box in a smeg plastic bag. So not a brand new kettle at all. Upon inspecting the kettle it was badly scratched and I immediately advised smeg that this isn't my kettle. They however claimed it was the exact serial number etc etc. Unfortunately the invoice doesn't have the serial number on it so how would I know. I just know my kettle wasn't scratched. Then I get told that the lid was jammed and broken and that the kettle had been dropped on its lid. They claum that they had to replace the lid and hinges etc. Which is a lot of ****! As my letter stated in the box it was only the on off button. So why didn't smeg then phone me and say that the lid is badly damaged and they can't open it. So thats me.... sitting with a stuffed up scratched kettle worth almost R3000!