Poor customer service and after sales service

I bought a Defy Thermofan oven 4 months ago. On Sunday, the oven just stopped working. We called customer service who said that an engineer would call us to arrange a date and time to come out . However, on Tuesday evening, on our way home from work, the engineer calls to say he wants to come to our house at that. I told him we're on our way home and no one told us he was going to be there. He was not very friendly. However, we arranged for him to be at my home yesterday morning at 10.30 as I had to arrange for someone to be there. He did not pitch nor did he contact us to tell us he wouldn't be there. My husband called him to which he was very rude. My husband called the customer service center again to inform them and was told they'd call him right back. Still no call from anyone at Defy. Their attitudes in how they handle customers are really poor and unprofessional. I have reviewed the consumer protection act and will be taking further steps to report Defy.