Very Bad Customer Service.

I received a Russell Hobbs Coffee Machine as a wedding gift in April (5th) 2014. Upon opening, and trying to use for the first time, I realised, it had a crack at the base of the water holder (in the innermost part of the machine) I the contacted HOLB and sent photographs proving that the crack must have occurred at factory level, as no hand or water could have caused such a crack. And to think that I would break a Russell Hobbs wedding gift is really unimaginable. I asked if they could repair or replace the item for me, but the feedback that I received was that I must pay for a new machine completely as they don't assist customers in that way. They advocate that Russell Hobbs is quality and we as customers pay more for the product, I must be one of very few clients requesting assistance, but they will not help me. The person I contacted has my item, bur since last year has not responded to me.