Formal Complaint-Faulty Fridge Purchased in November 2023

I am writing to express my deep dissatisfaction regarding the fridge I purchased from Best Home and Electric store, in Nelspruit in November 2023, which has been giving me persistent problems since delivery. When the fridge was first delivered, the light was not working. The store replaced the lights three times, but the issue remained unresolved. Following my complaint, it took 3 months for KIC technicians to be dispatched, and they eventually replaced the entire internal machine of the fridge. After that replacement, the fridge functioned normally, and the light was working as expected.

However, as of last week Wednesday, the fridge has completely stopped cooling and freezing, even though the light remains on. I reported this issue in-store on Friday, and I was advised to wait for a job number. I followed up again this morning, only to be told that I must wait two weeks before receiving the job number.

This delay and lack of urgency are completely unacceptable, especially considering that I am paying R1,400 per month for an appliance that is not functioning. As a result of the fridge not working, I have suffered loss of perishable food, including meat that has gone rotten and must now be disposed of.

I therefore request that this matter be treated with immediate urgency. I expect one of the following resolutions as soon as today without further delay.

This fridge has been a problem since purchased, I thus expect a replacement unit of better quality; or a refund or credit toward the purchase of a new fridge. Please confirm receipt of this complaint and advise in writing on the steps that will be taken to resolve this issue. Should there be no satisfactory response, I will escalate the matter to the Consumer Goods and Services Ombud in accordance with the Consumer Protection Act (CPA).

Thank you for your immediate attention. I look forward to your prompt response.