Bad customer service from Defy

We bought a Defy Gas stove with electric oven via Takealot. We had it officially installed as per the instructions with a qualified electrician and Gas installer. We had the stove all of 2 weeks but had only used the electric oven twice before. Come Sunday Lunch with family on 3rd April, food cooking nicely in the oven and the inner glass door explodes and shatters in our food. We contacted the call center on Monday, that was the 4th April 2022. Today is the 4th May 2022 and so far we have heard nothing from Defy. Unless we phone ourselves, which we do on a regular basis. All that we keep hearing is that the part has been ordered. The part has been ordered Mam. One lady was nice enough to tell me that the parts have to come from Durban, however it seems there is stock in Durban. This call was the the 25th April. She also mentioned that once in a blue moon if Durban are out of stock the parts get imported from Turkey. When I asked if we are that once in a blue moon situation as it is taking so long, she laughed and said no there is stock in Durban. I was convinced after this call we might here from Defy within this week. However when I heard nothing on Friday 29th April, I contacted them again. This time the problem was that the flood was delaying the part. So now the flood now seems to be a very convenient excuse these days. Even though the glass door part was ordered before the flood it seems it never got out of Durban the full 2 weeks prior to the flood.

So now when I phone, and I am of course extremely naturally upset not been able to use my new oven without a proper glass door, and so my voice is a bit raised I get told that's its not their fault that I don't have a new part as they are not there for that.

So if the staff of Defy are not there to do a job which is inform their customers of where the parts are, or maybe to apologize for the delay in the part arriving, then why Does Defy still employ these people??