Extremely Disappointed with Defy Service

I am extremely disappointed with the poor service we have received from Defy regarding our Beko gas stove.

We logged a call on 2 November 2024 to report that our stove had broken, with reference number ***. We also contacted Nathi, a sales representative from Makro who sold us the stove, for assistance.

On 8 November, Katlego from Defy was supposed to visit to inspect the damage but failed to show up. On 13 November, a technician from Defy came, assessed the damage, took pictures, and informed us he would send a report to his office. However, we have not received any feedback to date. On 18 November, we called Nathi to follow up. He directed us to contact Babeel Boogard at ***, but our calls went unanswered and unreturned. On 21 November, I received an email from Logan Kroutz requesting the invoice for the stove. I promptly forwarded the invoice as requested. Today, 25 November, I received a call from another technician, Banele ***), asking for stove measurements. This is information I would expect the technician who came on 13 November to have provided. It has been three weeks, and there is still no resolution or clear communication about what will be done to address the issue. We are unable to cook with the broken stove, which is incredibly frustrating and unacceptable.

I expected much better service from a reputable brand like Defy. Please escalate this matter urgently and provide a clear timeline for resolving this issue.