None service from Defy

My Defy oven broke a couple of weeks ago. On the 13th of May I logged a call via e-mail with Defy Customer Care and I received an e-mail confirming that my issue had been booked and a technician would visit me within three day. On Wednesday, 19 May, I phoned the customer care center, as no technician had arrived and they advised me that my call had been scheduled for the next day, Thursday, 20 May. However, nobody arrived on the 20th. I again phoned the customer care center on Monday, 24 May, and I was informed that my call was indeed scheduled for Thursday, 20 May, and they were unsure why it was not attended to. The customer care consultant advised that she would escalate the matter and someone would contact me to confirm a new date. As of today, Wednesday 26 May, no-one has taken the trouble to contact and we are still sitting with a broken oven.