Mixed Communication and Bad Service

Bought a glass stove hob in October. Its a new model and was R6500. In Dec something fell on it and the glass cracked. Call was logged with Defy via the store from where we had bought the product. Technician came through on the 28th of Dec, promised to send us a quote the next day and confirmed that the glass can be replaced at our residence. No quote was received. We had called Defy directly today (3rd Jan), the call centre agent confirmed that the ticket was closed and that we would have to pay R400 for another technician to come through. After much calling from our side only, the quote was received at R2400 to repair and we must take the product to their offices in Jacobs. Defy - you really need to train your staff on your Ethics policy, specifically on Customer Relations on page 5 of your policy doc which is available to the public on your website, maybe get your staff to read it more often so that they understand customer service standards. Nobody calls you back and are happy to transfer you to some one else. Once a trusted brand, now no longer!!