Don't believe Defy

For 6 months now we have had a leaky Defy F-660L fridge because of a manufacturing defect in the pipe leading to the water dispenser. We've been told that we might have to replace the entire door, but they would get back to us. Since then getting prices or alternative suggestions from Defy has been impossible. Defy promises to get back to us with regard to job card C673466, but they never do. Instead we get SMS's stating the "service" is complete. I've have taken to social media but no response either. I refuse to call them again, because the last time they sent someone over, and then they charged me R450 for a call-out fee, despite telling them over the phone what the problem was.