Defy refuses to honour warranty 1 week after purchase

I purchased a Defy DINVI***0btu air condition on Takealot at the end of July as it was advertised as a great unit with several reviews indicating its ease of installation. Shortly after purchasing, I sent Defy an email requesting the user manual which they were unable to provide, they did however provide a manual for a unit sold in Zimbabe, the AH18H3, which didnt help as its a completely different system that uses a different gas as well.

Nevertheless, on receipt of the unit, I read through both the included user manual and installation manual. Nowhere in any of the 2 units did it indicate that a qualified AC Technician is needed. Thinking that this is a DIY friendly unit because it uses a different gas, I proceeded to install, following the included installation guide.

The install went perfectly and unit functioned perfectly. No leaks, no issues, etc. It was a relatively install compared to other units I've installed previously.

4 days after using the unit, suddenly the interior fan made this loud pop and started vibrating badly. I ran over and switched it off. There were small pieces of blue plastic all over my lounge. It was clear the interior barrel fan failed.

I sent the details on to Defy who responded the next working day and asked who the installer was. I informed them that I installed it myself as there was no policy that stated I couldn't. Defy very promptly responded with a screenshot from the AH18H3 manual that indicates the warranty would void if not installed by a qualified AC technician. I then began advising that this policy is only applicable to that AH18H3 unit and they cant apply that condition on my DINVI180 unit as the AH18H3 isnt even sold in South Africa, and is only listed on Defy Zimbabwe's website. I also advised them that the install had nothing to do with the failure, and that legally, Defy can not refuse to honour the legal warranty because of something that has nothing to do with the failure.

Defy ignored me for several days. I sent multiple follow ups, phoned multiple times with reassurance and promises that a supervisor would look at the case and phone me. This never happened.

Then on 13 August, Mokgomotsi from Defy Customer service sends me an email stating "Kindly refer the matter to the CGSO." which I have since done.

It is absolutely astonishing that the ombud now has to get involved because Defy refuses to honour the legally mandated minimum warranty. I have also since sent all email correspondence to the media as well to look at how Defy refuses to assist.