Poor service from Defy

I am totally disappointed with Defy and their customer service. I bought a defy stove in 2019 with a 3 year warranty. The thermometer of the oven broke more than a week ago and I reported it to Tafelberg furnishers where I purchased the stove. They were very efficient and logged a complaint with Defy. I then received a sms from Defy the same day telling me they logged the complaint and will contact me soon for an appointment. That was almost nine days ago. When I phoned them last week to inquire about the case I was told they will look into the matter. I phoned them again today and once again gave them the job number. This time I was told they will come back to me within two hours. I still have no word from them. What a total disappointment an example of utter bad customer service. I have always been a supporter of Defy but I am afraid no longer.