MASTECARE IS USELESS

24 August 2020 I logged a claim with Mastercare as my Smeg oven's thermostat was acting up. By October no body had even been out to asses and they sent a message to say the claim is closed. Phoned them and told them I am still waiting for someone to come out and fix my oven. Appliance Repair Centre cam out end of October and concluded that a new thermostat needs to be installed and they will order the part. 25 December my oven starts cutting out after 20 min and I have holiday guests paying alot of money to rent our home so I log another call out on the 28th of December 2020 as the oven doesn't want to work at all now. Appliance repair centre arrives on the 29th of December to replace the Thermostat only and as they move the oven ,, by the handle they shatter the glass!!!! So off they run not fixing anything but making the situation worse. I phoned Chris from Appliance centre and asked what now?? He tell me that he has ordered the glas on his account via Mastercare and as sson as it arrives he'll let me know. So ofcourse I dont hear anything from anyone. I phoned Chris every second day and was told the glass has been ordered. On 8 January 2021 I decide to phone Smeg myself and find out if they have stock so we can fix this oven ourselves as we're loosing income and I was informed that Mastercare must handle it and only to find out that Mastercare had ordered the glass that day only, the 8th of Jan 2021 and there is no stock in the country and it will take 4-6 weeks!!!!! So today 20 January 2020 I decide to phone Smeg and find out about these parts that are not available and only to be informed that they have stock of the glass and the fuses and always had stock!! so now who do I believe and what do I do????? I am worse off than what I was before claiming from Mastercare!!! I get NO feedback from Mastecare and nobody of authority actually calls me back (Nico & Bruce) I can have my oven repaired by the end of the week but why do we pay insurance???????? MASTERCARE USELESS!! I have never been through so much stress dealing with a claim and am better off not claiming. I WILL be taking this further as I don't think they should get away with this! SO.... beware and stay away from MASTERCARE !!!!