poor service

I won a Comfort Select Rubicon Queen bed worth R10199.00 in 2019 on a competition they had running on Algoa FM. We don't use the bed daily as it is used in the guest room and since we have had it we have notice the one spring has given in. I reported this to the bed center in the beginning of the year and to date I have no way forward with them. The service is terrible and I no longer know what to do about this. I wish someone from their Management can contact me so this can be resolved. It feels like because I didn't physically purchase the bed I am not being treated as a paying customer. I have sent them the proof that I was the winner of this bed as they had no records of this and wanted me to pay in money for a new mattress, which I refused because their mattresses should have some sort of guarantee on them or terms and conditions for competition items. I am so disappointed and disgusted by the lack of communication and service.