defy delaying my claim of a faulty new hob

i had logged on the January 2021 that my hob was brand new and a day installed. the hob just creacked from one end across, i was emailed by Terrence and he had sent me an sms with a reference number *** on the the 28 January 2021. i am shocked to this day. no one has contacted me or followed up. i am now tired of the wait, i am wondering if defy take their customers seriously. i have made attempts to call on numerous days, all i get is high call volumes. please sort this out or let me know if you wont.