Appalling service from Defy national service centre and Defy Midrand

The worst service ever!!! The outside glass of our oven shattered. I need to get a quote on fixing it for our insurance. I was told that I need to contact Defy directly. It took me about 6 phone calls between the Defy service centre and Defy Midrand. I was shoved from pillar to post. Eventually after about 4 hours- I AM NOT KIDDING- I spoke to a lady who actually assisted me. I was given a “job number” and told to wait for a call from a technician. It is 4 days later and NOTHING!!! I am afraid it looks like I might have to wait till January as I am pretty sure most suppliers and service providers will be closing on the 14th December..??!!