Defy - No urgency on technical service. WORST BRAND EVER

I called House & Home Bloemfontein on 28 Jan 2026 regarding my Defy 514L double door fridge which was not getting cold on on both sides. I was told that Defy will contact me and they did on 29 Jan 2026 and was told that the technicians will be at my premise on 2 Feb. The morning of 2 Feb I got a call from the technician who was very rude and not professional in any manner and continued to speak Sesotho which I fail to communicate in and repeatedly told him to communicate in English but my request was not adhered to. The technician arrived and found my elderly mother at my residence and told her that they have things that are to be ordered and they will come back once they have the parts. No communication was sent to myself via email nor any channels regarding the problem with my fridge and the time frame that it will be resolved. I called House and home again on 5 Feb to address the fact that I was not informed of the issue or how it will be resolved and I was asked that wasn’t the person at home being told of the problem. How can one expect a 84year old to recall the technical jargon used - the first wrong step was that I as the customer was not told via appropriate communication of the issue at hand as i would assume that’s the first requirement of customer service. On 10 Feb I received a call that the technicians will come to my residence but to my surprise nobody came and the fridge is still not attended to. Today it’s 11 Feb still no one has contacted me, I called house and home at 15:00 and was transferred to the defy help desk Andy call was unanswered. It has been more than a week without a fridge. All the food I had in my fridge has been spoilt because of extreme heat. I am highly appalled by this service or lack of. I work in customer service and I’m very disappointed on the lack of communication and level of no management of customer expectation. This is not my first encounter with this type of service from Defy as when I bought the fridge it had problem the first week of buying it (Dec 2024) and it took the technicians a week to come to my residence. I would to say that I will never buy Defy products because I do not have confidence in the brand anymore and the staff is a cherry on the cake proving that it’s brand that doesn’t care about their customers. Thanks for nothing Defy