Bad Service, problematic Kettle

My mom bought a kettle from your guys and the whistle of the gas kettle broke off. She took it back to your Cape Gate branch and a lady Rayden said flamberg kettle has 1 guarantee on the item, the problem is that I exchanged the kettle initially because the previous one I bought was also problematic. This one is also problematic and now your people are saying there nothing you can do?? Please elaborate on the above? why can you do nothing? why is the customer service so bad? Why is the product so problematic? Please provide inside on this?