Broken stove

Good day, I'm so disappointed with the service at Makro Port Elizabeth. My stove is broken for 2 weeks already, the customer service manager Anthea Oliphant only contacted me today for the first time. I took out extended warranty in my stove, and I was under the impression that if my stove break they'll come and fix it, cos that's what I was told by the sales lady. My stove is only 2 years old, and it broke after they replaced my plates. Now I'm being told in an email that I must pay for repairs which I'm not going to do. Apparently is my stove broken due to lightning which never happened that night because that's what the technician told them and he also said that I was aware that I must pay which I'm not, only heard that today from the customer service manager Anthea Oliphant. I'm really upset because I have a family that needs to be fed, for 2 weeks I'm struggling with this people of Makro. The appliance manager which is Mark Williams should educate their staff not to lie to the customers about extended warranty. I'm really disappointed in Makro ,I will surely not buy anything from them again.