Bad service

My fridge started making a horrible loud noise. The fan has once again given up. We purchased this double door water dispensing fridge in 2018 and every year after that we had to call someone out to replace the fan. Same issue every year. We called Defy service center a week ago (Wednesday). Technician only ended up calling 7 days later. We waited for him but he never arrived. We even called him. That was yesterday, and no word from him yet. The service from Defy has been pathetic! This is not a washing machine or other appliance that can wait. Its a fridge, if it goes off I will loose all my food! Is Defy going to reimburse me for all my food.