Terrible Online Service from GAME

Having such a bad experience with Game Online. Purchased a defy oven and hob from them. Have reported the hob faulty online and for the last 6 months, the same email gets sent to me "Please confirm if the repair has been completed by the Defy technicians?". I have asked for the matter to be escalated, I have asked for an alternate method to communicate and the blady response is "Please confirm if the repair has been completed by the Defy technicians?" ***. I have never had such terrible service and this from a reputable company. GAME'S online service is the damn worst ever.