Service appalling

I logged a call on the 20th April 2020, as my over door hinge broke off and my double door oven fell off, they said it was not an essential service, so we wait. Until my over door completely fell off and smashed my tile and oven door was in tiny little pieces all over the floor. Called, got told we will order new glass... i said how do you even know when you have not even sent anyone to check what the problem is (might i add this over is only 5 years old), then i was told to call the cape town office, which i did, again was told we will resend the technician, my reply - what technician??? you have not sent anyone.... to date i have called every 3 days, a technician came on the 17th - again asked him to please let me know called last week on the 24th - was told they are waiting for a delivery of the hinges due to lockdown they could not get it from Durban??? to my understanding couriers are open and this was logged on the 20th April 2020, now due to this i need to replace my glass and 2 of my kitchen tiles (wonder who is going to pay for this), again called today was told by reception that someone will contact me (job number ***), yet, we sit here at 20:30 AND NOTHING. Service in this pandemic is disgraceful, i will really reconsider buying a Defy appliance again...!