Broken Memory Foam Pillow

<p>A few months ago I bought a Memory Foam Pillow for R450 at Pick n Paper Hyper, North Durban. About a month ago I placed the pillow in an upright position against my headboard and then rested my head on it. Lo and behold, the pillow collapsed and broke into several large chunks of foam.</p> <p>I took it back to Pick n Pay and was referred to Tevo who sell the pillows in the store. The Tevo representative asked me contact Tevo via phone. I spent 3 days calling Tevo, but the phone range with no one answering. Finally, I sent an email and received a response 3 days later from Faarhad Hoosen who wrote:</p> <p>Please note that the matter was escalated to the Product Manager who referred your complaint to the Manufacturers. Unfortunately, this isn’t deemed as a workmanship defect on the product which prohibits us from replacing the item under warranty.</p> <p>This is unacceptable and bad customer service. First, Pick n Pay shirks responsibility and then Tevo states that this is in not a workmanship defect! How can this be not a workmanship defect? Does it mean that the company cannot guarantee the solidity of their products? In that case why do they state that there is a 3 year warranty?</p>