Request for Replacement not logged, waiting for warranty to end

Bought a fridge from Beatles that is not working correctly, the freezer is always on ice so I can’t keep anything in the freezer because it’s also difficult to open. They logged an incident and the technician came but the issue was not resolved, we then requested for a replacement, however till now, there is no feedback.

This is very disappointing for both parties, is this the level of customer experience the businesses provide clients this days.

The old repair incident number was closed and we still haven’t received the new incident number for a replacement.