Shocking DEFY Service

I purchased a fridge from Makro in Milnerton in September 2022. The fridge either freezes everything or it doesn't cool anything at all. A DEFY Technician was sent on 13 March. He said in no uncertain terms that there is a big insulation problem and a hole at the back of the fridge. The fridge will need to be replaced. It is now the 24th of March. I have phoned DEFY 15 times. I have even tried to contact their managers here in Cape Town. Makro have now tried to assist, but to no avail. apparently DEFY have to replace a part. That is not what the technician said. I am a single mother to a 6 and 4 year old. Our food is going off. The noise is something else and the the fridge is drawing so much electricity.

I just want the after sale service, or my money back so that I can purchase anything other than a DEFY fridge as soon as possible. I honestly don't know more what to do.