Shocking service from Defy!!!!

Absolutely shocking service from your service department. I phoned and asked for a technician to come and have a look at our stove. The lady (Cleo) asked me how old our stove was. I told her I have no idea. I was told that there will be a R630 call our fee. On Friday 7 June a technician came out and had a look at our stove. He refused to accept the call out fee as he said he was a warranty technician and all he can do is send Defy a report and quotation on fixing the stove. When I phoned the service department today to ask for the quotation I was told because we refused to pay the call out fee we will not receive the quotation. We did not refuse to pay the call out fee!!! Defy sent the wrong technician. I was now told the technician will be there on Friday to fix the stove. I need a quote first! I was more than willing to pay the call out fee!