Poor services

We bought a defy DHD332 hob and oven on the 13 of September 2020. On the 12th of September 2021, we had a fire that started under the hob causing the entire unit to melt. We reported to game at gateway where we bought it from and the defy suppliers. We was told that it was not covered in the 2 year guarantee that was promised when we bought the appliance. The defy technician was so rude to us and said that we must get our own electriction at our own cost and repair it even though it is still under guarantee. What's the point then in the guarantee then!? We are very upset. Management staff Preggie and Ugen the technician were so rude to us and was not helping us at all. Even the staff at game store was unhelpful. This is really disappointing.