POOR SERVICE

Good day As in typing this email I’m very discussed in the serviced received regarding my Defy oven Hob box set I purchased @ Makro on the 04/02/2021. On Saturday the 14th of May I used my stove as per normal cooking rice...when done I took the pot of the stove plate to strain at the sink as to where I heard a crack sound , I turned around realising that it is the hob that cracked. I contacted Marko on *** and told the consultant what happened and gave all my relevant details including Makro card number in order to track the sale on the system. I was advise that they going to logged a service request @ Defy so that a technician can come to my home and assessed the situation regarding the cracked hob. (***) I phoned on Monday 16/05/2022 for an update ..... I was told that the called was logged and a technician will contact me to advise as to when he will be coming so I can make relevant arrangement to be at home. (which I did understand) This morning contacted *** again for update and the I was told “SORRY MAM BUT THE GLASS HOB DOES NOT FALL UNDER THE WARRANTY” While hearing this I thought to myself how can it be possible because it cracked on its own. Being under the impression as per Saterday morning information given by the Makro consultant. Then the consultant tell me to contact Defy by myself “which is not my responsibility because I’m not working for Makro”. I was so furious and took Defy’s number....and contacted Defy and I was advised that there was no service call logged at all. I explained what happened to the Defy consultant and was advise that I should get the receipt and send it to them so they can assist me in with the Hob. I called Makro customer service department back regarding the above, and the lady I spoke to last advice me that a another guy working there called Defy only YESTERDAY ONLY regarding this matter and they told him it does not fall under the warranty and as per them is customer neglegions. Im sorry to say that Im so disappointed in the pathetic service given: 1. WHY WAS GIVEN THE WRONG INFORMATION REDARING WARRANTY 2. WHY WAS I GIVEN THE IMPRESSION THAT THE SERVICE CALLED WAS LOGGED AND STILL WAITING FOR TECHNITION 3. WHY MUST I SORT OUT THE HOB WITH DEFY THAT I PURCHASED BY MAKRO 4. WHY MUST I FOLLOW UP WITH MAKRO REGARDING So if this matter is not sorted by today I will not hesitate to take this further because I’m unable to cook for my family, and now have to buy cooked meals because I don’t have an alternative cooking appliance...… due to you guys not doing what u are suppose to do ( Helping customers in a correct manor)