Defy bad service

My fridge keep breaking and all defy did every month was change the gas without doing a proper inspection. Eventually I phone them to come fetch the fridge and do a proper check . I been without a fridge for two month now and nobody has contacted me what’s so ever . Every week when I phone they telling me am approved for exchange , but one person has contacted me so far . Apparently they not allow to give the other department number to phone . It’s just bad service!!!!