Pathetic customer care service!

So last year July 2018 we bought a new fridge/freezer combo, so it is basically a new fridge since it is not even a year down the line. The freezer compartment has stopped freezing on Tuesday 7 May, I phoned Defy services to log the fault and asked them to mark it as urgent since I do not have an alternate freezer and ALL of my food was defrosting. The next day was election day and a public holiday, I phoned again on Thursday and the service agent said that it was marked for Friday. On Friday I phoned at 08:00 to follow up and they confirmed again that it was marked for that day I asked for a time and one could not be provided but she stated that I can phone back at around 11 to follow up again. So I phoned at 11 and the same story about it was marked for today I need not worry. I phoned again at 14:00 and AGAIN it was stated that it was marked for Friday. I phoned at 15:00 getting uneasy as it is a Friday afternoon and it can sometimes be difficult to then get people out only to hear the service agent say that no one is coming, when I said to her that all the service agents I have previously spoken to confirmed that it will be that day she said that they simply cant pre schedule. Take in mind EVERY SINGLE TIME I spoke to an agent I asked them to escalate the matter as urgent. By the last phone can she said she will escalate it for me which begs the question did absolutely none of the other sales agents escalate it when I specifically asked so...? So by the last phone call I was getting upset, A sales agent Tim got ahold of me trying to organise a technician for the Saturday which was also unsuccessful surprise surprise...Also noting that I had to phone the department every time... NOT ONCE did your sales people phone me to say hey no one will be coming today. We are now on Monday 13 May and my freezer is still broken. I am DISGUSTED at this service I will never be purchasing ANY defy product again and I can promise you I will be a walking adverti*****t NOT to buy defy. WORST CUSTOMER SERVICE you simply do not care about your customers and just figure "ahh tomorrow will just be another day, why bother now". for a brand new fridge to break within the first year and this is how you handle problems....I am speechless at this lack of service/care...you should be ashamed!