Defy service pathetic

I have tried my best to get a Defy (fridge/freezer) which is still under guarantee repaired by Defy. After they have made a number of appointments to come to my house to have a look at it and not kept to any one of them, I decided to report it to the service manager. I then personally spoke to Mr Jan vd Heefer, whom I was told is the service manager. He promised that it will receive immediate attention and that the standby technician will call me. Still, nothing happened. Why are you selling merchandise that you are not prepared to service?? After asking around at some of the retail stores, it seems that this is standard practice for Defy. What a pity, as their products used to be so reliable.