Defy sucks

We moved into a new rental property a month ago. When we moved in we noticed that the oven fascia panel has no marking on it as it was used by the previous tenants and with use, the markings all disappeared. We were told by my landlord that we must sort it out on our own. They not taking any responsibility for it. Anyway I called defysa's call centre. Took forever to answer. But eventually a friendly lady answered. She asked me if the appliance is still under warranty. I told her I will find out and she then logged a call-out for which we had to pay r680 and to replace the fascia panel which would cost another r400. So anyway I agreed but my husband wasn't having any of that. So I sent them an email to cancel the call out fee. Anyway he spoke to another person who also oversees the refurbishment of the unit we in and he agreed to pay for everything. And that the defy technician must come out. When I spoke to an agent on Friday. She told me that the technician will come on Monday. When I called on Monday. She told me they cancelled the call out without consulting us or anything. So I told her that I'm retracting the email with the cancellation notice and she was so rude and abrupt. When I asked which day to expect the technician. She was even more rude. Anyway I'm still waiting for a response from defy as they don't answer to their tweets, emails or calls which according to them is important to them