Costly Guarantees and Service After Sales

On 27/02/2020 Solnet removed my existing pool heating panels as it was of 'inferior quality", according to them and replaced it with Platinum Range pool heating paels with a 10 year guatantee, for which I payed R8763. On Friday 22 January 2021 I notice a leak in one of the main feeding pypes and phoned various branches of Solnet for assistance on the following Saturday and Monday, but found myself speaking to their main branch all the time. Seems that although Solnet lists telephone numbers for 8 branches, there is only one. Secondly, when I mentioned the situation to the owner, he said that I must pay a call out fee of R800 plus in advance. When I mentioned the 10 year guarantee, he said that was for when the panel falls apart... so I have to put it out there... is a leak not the start of the product falling apart? I think it's rediculous that a customer has to pay for what was clearly a bad installation! The owner told me that the glue used during installation is not guaranteed - what a joke!!! When I put it to the owner that this may lead to me paying R800 plus annually, he said I have trust issues. He was also only prepared to send a team to my house, if I made full payment IN ADVANCE, which again lead to ME having trust issues apparently. Have you ever... so I pay SPAR first and then I'm allowed to pick my groceries... speak about trust issues. Finally, although I was impressed with initial installation, I'm disgusted with non-existant after sales services. So take note... you get a 10 year guarantee, but has to pay a call-out fee everytime they have to do preparing... R800 x 10 years... so installation of this PLATINUM product can cost up to R16 000. Cheapy.