Are Defy service staff only trained to seek a call-out fee rather than to help customers?

I have been trying sunce the end of July to get an answer to my question, "Is that how my oven should work?" It appears to me that service staff are trained only to schedule a call-out in order to charge R690. My question is not complicated. Please arrange for Defy to answer my question. Responses from service agent Khabonina Phadziri ('***') indicate that service department (they refer to "training consultant") does not want to answer my question. Email subject line is, 'GLOBAL ESCALATION: Unresolved Defy South Africa Appliance Fault - Defy Oven & Hob Combo *** & *** Black' '. Service agent advised that my emails that I sent to *** do not arrive. But I do not get a bounce notification.