Replacement of hob due to broken glass

I bought a defy Slimline stove and oven from Game on 6 June 2021. Delivery took 1 week. When we opened the box, the glass of the oven was loose and fell out and shattered. I called Game to log a complaint. It took Game one full week to log the complaint and after lots of phone calls the technicians came out the assess the issue. On 21 June 2021 an agreement was made that the hob must be replaced. Since that time I have been trying to get hold of the person who is dealing with my complaint. Either the phone is just ringing or its engaged. I emailed Mbali but she never even rep**** on my mail. I have no idea on the status of my complaint, and no one ever came back to me. Another weekend is coming up and still no oven.