Fridge replacement

I have a problem with my defy fridge it stopped working and I lost every thing that was in it, and it still under warranty, I logged a complaint on the 17 October 2022, Defy technician came to check the fridge on the 25th of October 2022, and he said we will have to get a new fridge, it been over a week now and no one has communicated with us on the progress they gave us the service managers contact number from defy *** for the whole week we have been calling with no luck.... Can hello Peter please assist us in getting this resolved as soon as possible we have no fridge at the moment and Avery home needs a fridge.