Bad quality and service

My pensioner parents bought a Defy fridge on the 14th of April and this morning when they opened it, all the meat and veggies had defrosted as the fridge and deepfreeze side had stopped working. Phoned the Defy call centre this morning and was told they will escalate it and try to have someone here tomorrow or Wednesday. When I asked what my parents have to do in the meantime without a fridge I was told, sorry we don't offer same day service. This fridge is not even 3 weeks old, it should be replaced/refunded immediately.