Lukewarm Defy

I need to give brief background: I trusted Defy.Grew up with it. ALL the appliances in my home are Defy. A Defy product does not break, I eventually give it away....that was my believe...Great was my shock when a 3yr old fridge lost its temperature, on inspection to learn that the generator has broken. I could not believe it,neither did Defy and fridge was removed,returned 2 weeks later with the same problem,removed again by Defy and replaced,almost another 2 weeks later with a "new" fridge...on the same day as delivery, I forwarded a photograph of a serious dent on the top side to Defy...despite promises,to this day, no reaction. I must be quick to add though, that I dealt with 5 people at Defy...2 from the Durban office, Messrs Wicht and Mosweu...these two were sterling in their professionalism. When I formed the impression that the Cape Town branch, represented by Mrs Ru***a Latief and Mr Christopher Tomlinson, were dragging, a complaint to the Durban office would result in either Latief or Tomlinson to react. This 2 persons unfortunately never,but never return calls or respond to emails. An example on point:Tomlinson promised by email and a subsequent call that a technician would arrive at my house "the next day"...that was on 23 July 2019...Still no response or a call to apologize or to set a new date...This saga is dragging since May 2019 and the end not in sight. I have not totally lost confidence in Defy appliances. I am of opinion that they were the victim of their own success...I mean, an appliance that last a generation...a buyer only then?,with new competitors on the market!...even suppliers that I never associated with certain appliances,are entering now ...But some of the personell's handling of customers can improve..I was of opinion too that the Cape Town branch would perform better...as we have better service in the country generally...I was proved dismally wrong.