Defy not honoring their word

I'm still on my previous problem about my Defy Gemini oven that caught fire. Defy agreed to replace my oven, but now the technician called Lee made appointments TWICE and both times just didn't show up without any notice. That really is unacceptable. So I told Matabo that I'm not rearranging my schedule again to be able to be home in the afternoons. And now it's a problem, because I'm making it difficult!? I have no guarantee that the technician will actually honour the appointment and to be honoust, how do I know that he can actually install the oven correctly if his work ethic looks like that. Twice I made sure that I was home the entire afternoon and twice the technician didn't show up. Sorry, but this really is unacceptable! I regret ever buying from this company. I expect someone in a higher position than Matabo to contact me, because clearly we're not getting anywhere with Matabo and Lee. Thanks!