Defy Appliances complaint: ABSOLUTELY TERRIBLE AFTER SALE SERVICE

My complaint:

On 20-11-2023 I contacted Defy’s call center and reported my chest freezer was not working, I spoke to Ms (Mashlato) and she gave me REF NO 1887622 – she told me that the local tech will contact me soon-
By 24-11-2023 I was still waiting so I called call center again, and spoke to Ms. (Gomotso) who escalated it

By 27-11-27 again I phoned and waited 5 min after being cut off twice – my wife took the phone as I was was very cross, she spoke Ms. (Nwabisa) who said she would escalate the matter – we asked for the manager -(Vaness) or the supervisor -(Ismael) to phone us back,- We were never phoned back, – we then tried phoning the local DEFY in East London but got no answer on their land line – the phone just rang for a long time, my wife then phoned the DEFY head quarters in Durban where someone gave her the number of the DEFY Rep (Winston) in East London, -he in turn said he could not help, and gave the telephone number for the Service manager (Janine) in Port Elizabeth, she told us she could not do anything from PE, but will contact the EL branch.-
The same afternoon (27-11-2023) the technician (Jack) arrived and checked the freezer and told us the compressor had given in, and he will have to order the part-
On 2-12-2023 we went to Defy in East London and was told it could take 7 to 14 days for the part to arrive.

On 7-12-2023 the same tech returned with a new compressor and fitted it, but could still not get the freezer to work, he told us there was a blockage or something, and he did not have the special tool with him.- He then took the freezer back to their workshop in East London.
On 12-12-2023 – we still don’t have our freezer, and Defy East London does not answer their phone -so @ 11:10 a.m. my wife managed to leave a voice message for them to call her back.
We then tried phoning Janine again in PE, -but also got no answer. -We phoned the East London branch another four times between 12:00 pm and 1pm, eventually we got through to a Ms. (Nanga) and we gave her our information and asked about our freezer, – and was summarily cut off. She did not even bother to phone us back
It has now been 22 days and we have been keeping our frozen food at our neighbor’s house, but they are leaving for their Christmas vacation on 14-12-2023 . I have also ordered meat for Christmas as I have people coming to visit us.

This is now beyond a joke, how can it take so long to fix a freezer and how can a well known company like DEFY offer such bad after sale service? Shocking!!

Suggested solution:

I WANT MY FREEZER FIXED AND BACK BEFORE 14 DECEMBER 2023 OTHERWISE I HAVE NOWHERE TO STORE MY FROZEN FOOD