Extremely poor service from the Defy customer Service Center

I have a double door fridge / freezer that needs repairs. Call the contact center and logged a call for a tech to come out, *** - 27th Oct. I followed up in the 30th Oct and was advised that my call was cancelled, another call logged, ***. Tech came out on the 3rd Nov and call out fee paid by my son. Was advised that a part needed to be order. Called to order part 5/11, advised that the job card has not been updated and will be escalated. Called back 6th Nov to be advised that the job card was cancelled!, because i advised that i will source the part myself - i never said anything of the sort - im sure the calls recorded! Another call will need to be logged! Call was still connected by no one was talking - call went dead. Called back and was advised that it will be escalated the service team will contact me. I'm still waiting. Pathetic!