Defy has the worst customer service...

I purchased a Defy oven model DB0468 from Game. I opted to collect my Oven from the warehouse in Germiston. Upon arrival at home, I discovered that the top glass door had been shattered. Since then I sit for hours at a time on the phone with no one assisting me. I have been trying to get hold of the spares call centre and just when I thought I could be assisted the lady hung up on me. How long does one have to sit on the phone for to get assisted and why is it not common practice that if your staff cannot hear the customer, they call back? I am already regretting purchasing a defy product as no one cares and they are probabaly too understaffed to be able to assist all their customers.