Metro City (MHC) Pretoria: Lack of communication and bad turn-around time

I bought a new Gas stove from MHC (Metro City) and installed it. Last weekend I tried using the oven, just to realize it is not working. The stove is two weeks old. Since Monday, the 25th of November, I tried to fix the issue. The reason why my rating is 2, is because of a lack of communication from their side. I have to keep on calling and they don't reply to my e-mails. Also, the turn-around time of resolving this issue is not up to standard. The last reason is that they don't know the procedures on how to handle the case and they are now waiting to get feedback from the Manufacturer. I would like to know if I can get my money back, or do I have to get another stove from them? And, I would like to know if the stove must be identical to the stove I have. W.r.t. the cost of transport, who is responsible to pay for the transport of getting the stove to their premises and deliver a new stove?