Defy cannot assist!

I purchased 2 upright freezers from takealot order number #***6 , 6 months a go, the freezers are still under warranty. We have noticed that it is not working on normal and it is freezing to a point where the drawers are being stuck together because of the high amount of frost. It only works on high..

Takealot says they cannot assist with a return and I must contact Defy directly. I logged a query with Zodwa *** and *** and a technician came out today the 20th just to tell me that there is nothing they can do about it as it it not frost freeze.

It doesnt work on normal!!!! surely I can get a better response and assistance in getting it fixed !