Expect faulty items and no responsibility from Hi-Fi Corp

Where should I start? I purchased the Sansui convection oven from Hi-fi corporation online because there isn't one in Upington. After it's arrival I used it twice. On the second time in use, while the item was on and I was cooking my 2 chicken schnitzels, I heard a loud bang from my kitchen. I came in to see the glass top had shattered completely. I thought the new glass shatter pattern was something I had missed so I lifted the lid, only for the inner heating piece to lift while leaving the glass behind. Next I contacted the customer services through their website. It took 5 days for me to get no response and when I did I was given a phone number and email address that did not work. I then again had to follow up. Because there is no store in my town, it had to be collected. 4 business days later I received the response that I would not be refunded due to customer negligence where there must have been a fault from them manufacturers side. As the distributor from which, it is Hi-Fi corporations duty to offer a replacement or a refund. I am appalled that their technicians came to the conclusion of customer negligence when the rim of the lid was exactly where it was when the glass shattered because it could not be take out which losing all the glass. Not a reliable seller and you are better off taking your money elsewhere.