Defy product

I bought a defy cookerhood at Makro polokwane in January 2019 and unfortunately the product never worked. I contacted defy and they sent a technician to come check it out and he confirmed that it was faulty and that there was a part that needed to be replaced, but would need to be ordered, unfortunately he hasn't come back until now. I've contacted defy customer service a couple of times after that. The most recent time was in November, they promised to send in a technician again, but no one ever came. I bought a product aost a year ago and nothing has been done by now. So now I'd like for them to come take their cookerhood and arrange a refund. Thank u.