Disappointed with service at the CPT DEFY branch!

I am so disappointed in DEFY's service in CPT, and it has come to the point where I won't be recommending nor buying from any Hirschs stores or any DEFY products in the future.

I bought a fridge 2 years ago at Hirschs and have a warranty that still stands. My partner and I noticed that our fridge switched on but wasn't getting cold, so we decided to log a call with Hirschs. I had to call Hirshcs twice before they finally escalated to Defy. Two technicians rocked up on Friday, 8th September 2017. Sadly, the technicians could only commit to a time suitable to them. I managed to be make a plan to be available, and they were in and out in a matter of 2 minutes saying there's nothing they can do, and that it'll have to go to the factory.

Expecting to be notified of the way forward, I heard no feedback on Friday or on Monday. I had to do a follow-up call on Monday, 11th September 2017 whereby no one was able to assist, but said that their system stated that the job was closed/or maybe they waiting for a diagnostic report/ or we must wait for couriers to call us for collection. No one was able to assist.

Then, Hirschs gave me call on the 15 September to follow up on our service with Defy. Notifying them that it hasn't been sorted, I got a shocked response from the Hirschs represented and a promise follow-up call. Still waiting on that call.

On the 18 September 2017, I've received an SMS stating that our service job is complete, bearing in mind that no one has collected our fridge. After escalating to the manager at DEFY, finally on the 19 September 2017, our fridge was finally collected.

It’s now the 4th October 2017, and still no news re. our fridge (diagnostics/status/lead time). I have called today, hoping someone could help me, but alas no call back. On my Job card number (proof of collection receipt), they provided me with the branch manager and factory manager contact details for the Montague Branch. Each time I have called, both numbers just ring off. If there are systems in place and lead times we need to adhere too, this needs to be communicated effectively. We have been without a fridge for over a month now and haven’t been compensated for at all.

It's been a relentless process of frustration and just disappointment. I have never received such bad service before, and just an unwillingness to help. The most frustrating thing is that we can see the DEFY factory in Montague Gardens from where we live. I cannot believe that I have had to resort to social media for some assistance.