Broken Oven

My aunt (MA Mokgobu) Purchase a Defy SLIM at Makro where the SLIM Oven Glass broke the same weekend of Purchase when she tried to Return the SLIM Oven to Makro. Makro told her she must call defy and log it with them which she did and defy sent out an assessor to assess the Oven. after the assessment she was asked what does she want whether a refund or a new Oven she told the assessor she wanted a New SLIM Oven since the incident happen 2 months ago she haven't received a new SLIM Oven which is ridiculous. I don't know if this is how the warranty or guarantee works at Defy cause it is unfair for someone who bought the SLIM OVEN with intention of using now they cant use it because the glass is broken and Defy seems to careless about this case which is nonsense.