Game Must Fall!!

So my mum bought a Goldair GGEO-760S stove from the Upington Game store, this stove was a gift from me for her 50th birthday and was paid off via lay buy.The problem now is upon opening the stove she noticed that the stove has a fault which seems to be a manufacturing defect, she now has made contact with Game Upington and they advised her that the stove is out of the one year warranty period, but she is not able to use it all. They now advised her that the stove is not in warranty anymore and that she got to pay for it to be fixed yet the stove was never used and when it was opened a month after the warranty expired. What is the ombudsman details as we have lodged a complaint and that has not worked at all. We paid a lot of money for this stove, but they are just not interested and it is unacceptable. Don’t buy anything from Game people they are *******s!