Defy pathetic service

My fridge broken down almost 3 months ago, its hardly 2 years old. I logged a call but still waiting for them to collect it for repairs. There is a Workshop manager by the name of Charles who is never available, any question I ask is referred back to him. When I request for someone superior to lay an official complaint I'm literally blocked out from the reception. I wouldn't encourage anyone to buy a Defy appliance if possible there is pathetic after sales service.