Poor warranty claum service

I am done with Defy (proudly South African). I maintain a number of rental units and convinced all the owner to switch to Defy if the appliances get old and unrepairable. But had a bad experience with poor service and blame shifting from the "executive customer care" persone on a oven and hob set. Two connector blocks burnt after being operational for 20 months and now he blams this on a poor installation. It looks more like the plastic connector blocks can not take the heat and melted till it touched the body and trapped the power....... Thanks Thato your client service is of the worst I have experienced. Very poor on communication and problem explanation. It seems the imported brands is more willing to keep their brand names high.