Incapable of sensible lateral thought.

Is it impossible to speak to someone who is capable of rational thought at this company. I purchased a Gemini pool cleaner kit and arranged for a pool serviceman to install it for me. After he had assembled it and placed it in the pool he went to fit the weir valve only to find the spring was missing. I reported this to the Call centre, after several emails, their conclusion was that I could not just swap the valve I had, which would be a simple matter, for a complete valve, but had to return the complete pool cleaner and hoses! When I requested reimbur*****t for the labour charges by the serviceman who assembled it and would have to disassemble it and reinstall the new one, that was refused, as was my sugggestion that I buy a new complete valve from my loval pool shop and they credit me with the cost of this (R258). They would rather put their customers to inconvenience and extra expense, than simply exchange the incomplete part of which they wanted photos!