Putting family life at risk with faulty oven

<p>Frustration with Defy</p> <p>Since we have moved into our new home we have had issues wit our Defy oven. I have a 5 burner gas stove / electric oven – not my first and I am used to this. 25 Nov 2015 I logged a call to Defy with regards to the issues I have with the oven.</p> <p>My problem:</p> <p>The stove kicks off at the switch board and it burns up incredibly hot. I could also see in my baking something is not right. So the technician comes out, DOES NOT TEST the oven, but tells me the problem I am saying is not possible as the one function has nothing to do with the other, and that with this stove I should only bake on Thermo fan and the heat will be fine. Not to use the other functions at all. Also that the power kicks off due to the power breaks from Eskom we have at the time. So, I leave it. This year it got much worse, and then one day finally it breaks. Unfortunately, as we moved into a brand new home that was just build, on 25 August 2014, I was under the impression the warranty is until August 2016 and neglected to check that it was already bought in April 2014. However, we have confirmation that this oven was never used until Sep 2014 by the Attorney present.</p> <p>So in August I log a call as it is just not working. Now another technician comes out. He as well argues with me that what I am saying is not the problem and that the time has nothing to do with the oven working. I then after the so manieth time again explain that my oven works different – that the time switches off the oven when the minutes are up. It is NOT just a normal timer used for time keeping. So they replace the timer – which takes about 2 – 3 weeks to get, as the wires completely burned out. I asked about the fact that the stove is still shutting down and heating up so bad that the knobs started to peel and wires are melting! I get told it is because of the faulty timer. The new timer is eventually installed 9/9/2016 and I get billed for the whole account after explaining that this issue has come along since the stove has been in warranty and defy can not find the call logged for the same thing. So we go away for holiday and when back last week in September, the timer again burns out. You technician then comes out again, however this times advises me that the model I have is a very bad manufactured and that the timers all break all the time and there is never stock and that he is just going to bypass my stove. OMW! This is now 05 October. I then insist that I want the timer ordered, but that there is something bigger wrong with the stove. I again get speached on how I should never use any function except thermo fan and that I should take out any unnecessary shelving in the oven as that takes the heat away? Seriously. So the oven still does the same thing. Completely overheats – so bad that I can not touch any of the knobs or the oven if the oven is on. When it reaches a certain temperature or has been on for longer then 20 minutes it shuts down completely. Once cooled off you can use it again. I have been explaining this and the fact that it kicks off the electricity when the timer shuts off now since 25 Nov 2015. You can see also on the stove inside how burned the stove is, plastic, wires etc black from the heat and the knobs completely peeled and orange spots all over and that this is not something that has been going on a couple of months.</p> <p>So very frustrated I log call again the next week, 10 October and I make him test the oven – as I have now asked this since 25 Nov 2015 and can not understand how you do not have the equipment to test the oven. I then get told it is the Thermostat that is broken. This will again be cost to me. When I asked if this had nothing to do with the bypass I get told no.</p> <p>On 03 November 2016 after almost a month of waiting, the technician finally comes out to install the new timer and thermostat. Again I ask if it has been tested and told it works.</p> <p>The next day I bake ****ins to test it and the exact same scenario.</p> <p> </p> <p>So buy now I have logged complaints on your website with no call back at all from you or even any proper feedback. We have had a manager phone my husband twice in two days time to apologise for the wait… not realising he spoke to my husband they day before and he had to repeat everything again. I have asked you for an email so I can sent this as no one telephonically seems to understand the importance of the situation and still no luck. </p> <p>We had Outsurance come out to investigate and have received the report. It is a manufacturing problem as the heat is escaping the oven and it was never sealed /came out properly and this is causing all the trouble, to my cost, but it is also a MASSIVE FIRE RISK. You can see how the plastic and inside of the oven is black from the burns. So this problem has been present since the stove was bought, and in warranty, but due to me being told I have no clue how an oven works, you have put me and my family’s safety completely at risk. This is a gas stove – so with all this wires that melts and the stove burning, what if the gas catches fire? When I asked this question I was told not to overreact by your staff member! I was also told that I have no idea how the oven works, that you should never use any function but Thermo, that I should take the oven racks I am not using out when using the oven as this takes away the heat. That the oven can not kick off the electrify the way I explained it and that my gut feel that something is seriously wrong due to the fact that the oven kicks out is unfounded.</p> <p> </p> <p>So, I need a new oven. Not a burned up, peeled half fixed oven. A new oven replaced by you as I have all the proof on my side that I have done everything in my power whilst is was in warranty and out off to get you to sort this with just a disgusting attitude towards me of stupidity. </p> <p> </p> <p>I have the report from Makro that the call was logged due to this problem and also a report from Outsurance’s electric department that specifies the fire hazard and risk this oven is.</p> <p> </p> <p>I need something to whom is actually interested in solving this matter as a sense of urgency to contact me before this oven really do catch fire because then you are not going to just have an oven to replace.</p>