Oven glass exploded and struggling to get it replaced

After struggling for 4 months to get my oven replaced that was broken from day one I eventually got a replacement (https://www.hellopeter.com/defy-appliances/reviews/4-months-waiting-for-an-exchange-***). About a week later, the glass of the oven door exploded! Now I'm struggling again to get it fixed. I logged job *** on 31 March. In an email to Khabonina, he promised it will take 2 to 3 working days to assign a technician after I asked if we could be helped quickly due to all the previous Defy issues. Sibusiso has since called on the 6th of April promising feedback the same day but I didn't hear from him again since and he is ignoring my calls and messages. In another email to Khabonina (who at least replies) I was told that the issue has been escalated to an agent. From previous experience this means that the agent will probably escalate it further or find an excuse not to do anything about it and not give feedback. Today is the 5th working day and waiting...