Killing Living Brands

I delivered my Russel Hobbs capsule coffee machine to their Pineslopes depot to be repaired as it was bursting coffee capsules.I quote verbatim "Upon assessing unit found that it was not heating. Thermal fuse is deactivated when the heater element overheats. This might be the probable cause of capsules bursting due to overheating" How in heavens name could this be on a unit that was not heating ? Needless to say the unit was returned unrepairable due to parts availability, this from the SA agent of the brand !?