Broken appliances

I'm very disappointed with the property managers Balwin has chosen at The Blyde. Iv reported my snag on the app and only got assistance after my 2nd conference call with one of the contacts. My fridge rubber is coming off and I was told to call Defy. How am I going to get Defy to come to my flat and fix this without any guarantee of the fridge. This is unbelievably unprofessional and it seems like it's not going to be their problem. I'm stuck with broken appliances in my apartment.