Poor quality products and dismal service

Logged a service request for a warranty repair on our side by side fridge/freezer for a faulty compressor. 13 days later and it is still not repaired. Technician phoned to say fridge must be unplugged the evening before the call out so that it can partially defrost before he comes. 3:30pm and no technician - turns out he's called in sick and the service centre knows nothing about it. If the appliance was of reasonable quality, we wouldn't have this problem in the first place but how on earth can a warranty repair on a fridge take 2 weeks??