MAKRO STOVE CLAIM

I bought a stove at Makro 2020, we were using the stove Fire came out of the stove it's been 4 weeks and I am taken to different consultants holding on the phone until my airtime cuts, they don't call back and they are not giving me a straight answer or helping me with an electrician or technician. I am really disappointed about this, I did everything right Defy consultant helped me with the installation and I had a claim before and was assisted successfully now this year it's a problem and they are not showing and help or progress