Poor service. Paying for repairs for a sub-standard product

Hi defy, I recently bought a oven from Makro on 25 june 2020.after installing the oven, the electrician opened the oven and noted the rubber sealing the heat escaping from the oven, was loose. On closer inspection I noted that a piece of the rubber was missing. I subsequently called your call Centre who promised to send a technician out by the end of the week. Two weeks later and I didn't hear anything from the technician.i subsequently logged a service request on the website and am now told I need to pay 630 call out and will be charged for repairs. How ridiculous is that paying for repairs on a substandard product. What is the point of trusting and buying a known brand, if this is the service I get. Really guys