Defy service response is useless.

Technician took away oven tray from under counter oven 5 days ago (Friday) to "get advice from supervisor" as tray falls down when anything is placed on it. On Monday I was told that they are awaiting management decision and call would be escalated. Same story today, Wednesday. When I asked for a number to call to speak to a manager, I was given four numbers, all of which had automatic options, none of which worked and the message was just repeated. I tried nine times on various numbers and could not get a response.