Poor Service from Cobra / Lixel

I have installed 24 Cobra Stella type taps, I wanted to service / change the washers on the taps yet when trying to loosen the nut holding the washer in place the threads break off, these were tightened by the factory. I cannot therefore replace the tap washers, it has been a week since I contacted Cobra (Nathi) yet still no progress has been made. Today after a week he tells me that the store has to log a fault and not me, why was this not told to me last week. Cobra seems to not care. I ordered a kitchen mixer and waited almost three weeks for it to be supp****. What is going on with this company lately? Always had good service feedback yet in the last month they seem to have gone downhill.