BROKEN 'NEW' DEFY OVEN AND HOBB?!

I bought a new Defy oven and hobb set that apparently came dirctly from their warehouse and not a demo on the floor (because i asked) and they had to send out a techinician to order parts and cannot fix it because if he tries he will damage the oven.

How is that even possible that a 'brand new' 'out the box' item already needs to repairs and the tech cant fix because he is worried he will break it.?