Shocking service

I bought a DEFY double door fridge/freezer which is still under guarantee. The freezer started defrosting on Sunday. After lodging multiple queries with DEFY I have still had no response from a technician to come and fix my fridge. I have since lost thousands of rands of meat due to their incompetence. I also own the newest of the dishwashers and washing machines, but after this experience I will never buy one of their appliances again. The service manager reports that they always have a backlog for service requests that extends 48-36 hours. How is this acceptable when having a fridge and freezer fixed is an emergency for most people on most occasions? Unacceptable