Poor Customer Service

We purchased a Defy double door fridge on the 7th of October 2024 as a gift for my husbands birthday , A month later we started having issues with the freezer , it started building up ice from behind the grills and also under the baskets , it was also making a very loud grinding noise , this was suppose to be frost Free . We contacted Hirsch as that who we purchased it from. They said they will get a technician to come out and see what the problem is , the technician came after a week or so and cleaned out the ice from both places and said we should not have any issues again or no loud noise as it should be silent. He said the loud noise was from the ice building at the back of the grill . I made contact with Defy on the 3 February 2025 , to send someone out as this fridge is extremely noisy , they logged a call and I followed it up with an email and to date I have not received any call or feedback with regards to my email. I have requested Defy to give us a replacement ,as this will be an ongoing issue. The technician came out on the weekend but we were not available , he was suppose to come back on the Tuesday 11/02/2025 but did not show up, This is so sad as a big and well known brand like Defy have no care for their customers . Unfortunately , we have to take this step for our service providers to take us seriously , I will definitely think twice about buying this brand again, Very poor product and customer service