Broken Tap

Good Evening I bought a Tivoli tap at CTM waterfall in 2019 the guarantee is 10yrs I have been sending videos and pictures to CTM my consultant is Tebogo my tap got worse as I was waiting for them to come fix or replace today they are telling me they don't replace the spout while I was waiting the spout broke altogether cause the water was spilling on the connection on the spout at the bottom now I got a response that they do not replace spots it was never said that they don't and I didn't buy separate parts of the tap my cupboards are also damaged from the war spill can you kindly intervene Tivoli is known to be having good product they strive with quality I am very frustrated and disappointed with the service and their response I currently get water from the bathroom kindly assist