Defy poor service continues!!

Defy- it gets worse! After phoning the technician directly he came and told us both elements had blown simultaneously because they were old( 5 years- should last longer than that)He said it had nothing to do with his work on the timer. We would therefore after pay for them and he would get back to us with cost and a decision on who had to pay, that day- 8th February. To date, I have heard nothing. I phoned him yesterday and he said they were supposed to have emailed me and he would get them to phone. It is now 16th and still nothing from Defy. It is beyond pathetic. I just want a vaguely functional stove which is the best I can hope for with Defy so I can give it away and install my Smeg. Defy have set new standards for appalling service!!