Pensioner being unfairly treated by House and Home and Defy

I bought a Defy oven and hob from House and Home (Cape Gate Western Cape) in February 2018 for my sister as a gift. After installing both items my sister complained that if she puts anything on the oven shelve it falls to the bottom. After numerous telephone calls to House and Home, Defy send out a technician to have a look. The First technician (a guy by the name of Fred) did not seem or have a clew what he was doing and a other technician (Adrian) was sent out and the oven was replaced.

Subsequently with the replacement of the oven the technician was advised about the hob get very hot to a point that it burns the top, its installed to. It was reported in March 2018 and a technician (Fred) was only sent out 23 August 2018. Fred told my sister that its because of the pots (AMC Classic) she is using and therefore the top is burning. Now when he was asked but why did the previous hob using the same pots not burn the top. He then told us that the cause of top heating is the pots and that is what he is going to put in his report and we must short this out with House and Home.

I went to House and Home and I showed the manager the pics of the hob and what it caused. Again Defy was contacted and that did not help the situation. I understand that there are rules and processors but when I asked why did it take four months for action to be taken. Adrian is coming out again on 24 August 2018 to do what I do not no.

My concern is that should the top start burning and the house burns down who is going to take responsibility of the damages. Who will replace the burned top.

My sister Mrs Fatima Gaidien (a pensioner) does not deserve being treated and ****** of the luxuries of a working oven and hob.