Fridge problems

I bought a defy fridge in May 2022,

The fridge stopped cooling within 5 months and the temperature control button in the freezer got stuck as there was ice forming behind the button.

I logged a service call with Defy at the beginning of November 2022 and they sent a technician come check the fridge. He cleared out the ice, the fridge was working as normal again and he closed the call. Within a week the fridge was not working again and the motor was making a terrible noise.

I logged another service with defy around 19 November and they sent out a technician on 23 November who came to look at the fridge. He said the previous technician did not fit a sensor correctly and that is the problem. He said I should let the fridge defrost for a few hours which I did. I asked if I can call him if the fridge is giving issues again. He closed the call.

On 24 November I call the technician to tell him the fridge is still not fixed and he said I should call him Monday 28 November which I did. He then said he will advise Defy that I do not want repairs on the fridge and request a replacement but he will come to check the fridge on Wednesday 30 November.

I called him on Friday 2 December again and he said he will advise Defy that I do not want repairs on the fridge and request a replacement. Which means he did not do it on Monday as he said. He also said that he will come to check the fridge but he did not pitch after many calls with him on the day. I also called the Customer server center and they said the call is closed but they will escalate it. Nothing happened,

I called Monday 5 December to follow up on the escalation and was told that because the call is closed I have to log a new service call and I asked them to log it as very urgent and a technician was assigned to only come today, Thursday 8 December.

Yesterday, 7 December the technician called and asked if I am home and I said I am. He then called later and asked if I have load shedding and said yes (12pm - 4pm) I have and he said he cannot help me as he cannot come after 4pm. I said I have load shedding the same time today again and asked if he can come in the morning. He said he will be somewhere else but he will call me. I called the Customer service to advise that I have load shedding from 12pm - 4pm and asked if they can schedule the technician to come before 12pm and was told no I have to call back in the morning so that they can schedule the technician.

This morning I called and was later called back to let me know that the technician will contact me to come before 12pm. I still have not heard from the technician.

I was also told that only a technician can advise Defy for a replacement of the fridge.