Bests & Worsts Reviews from Amazon

I don't normally write bad reviews but the nonresponsive customer service prompted me to write one. I bought the gardena retractable hose back in 2015. I honestly loved this product for the 4 years when it was working. I loved how it maneuvered and how easy it was to retract the hose. However the durability of the product, the customer service, as well as the value is subpar. I have yet to get a response from customer service (after calling multiple times) on how to fix the retraction of the hose. The answer I got from the woman that answered was, "oh give it some time, the one guy that handles troubleshooting is pulled in all directions". OK? How about you get off the chair and research a diagram or send me some troubleshooting manuals? It is not like I am asking you for a replacement. I am willing to take the time to troubleshoot it myself. I tried taking it apart to to get to the spring that retracts the hose, but I lack the tool for the special screw they use to house it. Now I am left with a tangled mess with no help from Gardena. The durability is definitely an issue and for the amount of money you pay for, you will definitely not "get what you paid for."