i don't understand this company?

My wife contacted MR the company recently to purchase some new lime scale filters, and was told the they only sell them in packs of ten at £32.00 this was up on the last time we purchased them five for £12.00. we received them and replaced the filter and it still would not work. She contacted the company and was told it was probably blocked with lime scale. How can this be if we have followed the companies recommendations for replacing these items. The lady also said they would only guarantee the iron would stay clear of lime scale if we used distilled water ,perhaps they should be selling this instead of filters which clearly do nothing. She did offer to sell my wife a reconditioned unit at £80.00. Not happy, not happy at all with this company. We have since brought a cheap Signature steam generator iron from our local B and M store for £29.99 and when it packs in I will throw it in the bin and no filters needed. I shall not buy another Morphy Richards item again.