DEFY GEMINI CERAN GLASS TOP

I am very disappointed at the service from DEFY. Firstly I wrote to and email to DEFY and a couple days later got a response to ask which area I am in. So I responded. A couple of days later still no response so resent the email. Up till today not response from Lerato. So I proceeded to contact DEFY but one cannot even get to speak to them as they ask the area you in and refer you to an agent. The agent TECSA has no cooking clue about the DEFY Products but must now try and sell these. My point is that I called DEFY and told them that my GEMINI CERAN GLASS STOVE has cracks and I need to speak to someone who can assist with a replacement as it seems they cracks are getting worse. They told me to phone TECSA which I did and the lady told me she would have to contact the supplier.. Really? why could I just have asked the pertinent question that I wanted feedback on. 2 days later I get an email from TECSA to say that they do not have the particular model in stock. I was fuming. I know that, as it is over 20 years old and the model is no longer available. What is so difficult in understanding I need a replacement model.? To which she said they do not have as this is very old (so must I now replace my counter tops and stove entirely). Well I was at my wits ends. Really. I told her I had gone shopping elsewhere for the DEFY glass top stoves and looked at the dimensions and there is availability. To which her response was they do not work with dimensions. The service industry today is appalling to say the least. Gone are the days where people actually tried to and assist you to ensure that that you got exactly what you required. Surely if give you dimensions you are able to supply me with the the same glass top stove that I previously had to fit securely where my old one is. I understand that models are always changing and yes although the newer models have the buttons on the right instead of the left it should not be a problem.

DEFY must catch a wake up and ensure that the agents they refer one to actually understand their products so that they are able to assist with any enquiry. What is the point of an agent when you need to contact the SERVICE PROVIDER. I suggest DEFY appoint competent people to deal with repairs and replacements otherwise they will be losing business.

APPALLING is all I can say.