Terrible customer service

My Mother bought a fridge last year from Makro Nelspruit. She is a pensioner and bought the fridge for R8000.00, in December 2023, we reported the fridge that it wasn't getting cold, only the freezer was working, they dispatched a technician after Christmas who informed my mother that the gas was not reaching the upper part of the fridge but He fixed it stating that it a minor issue. In the beginning of September 2024, we logged another call Ref *** that the fridge was doing the same thing. A technician was dispatched on the 17th September to check the fridge and his findings were that the fridge was unrepairable and needed to be exchanged.. I have been calling Defy to do follow ups with no assistant.. The consultants are clueless, they sound very tired and annoyed. They gave me a 011 number head office I presume to call and ask to speak to Logan, She might be able to assist but I called so many times, no answer from her until I got another lady who told me that the new fridge is currently in Midrand and will only be delivered on the 26 September in Nelspruit and transported to my mother on Friday 27 September. Today I called 3 times, all the consultants kept on telling me that the is no feedback, they are not even aware that the fridge is in Nelspruit already. They would tell me that they will do a follow up and I must call after an hour. After an hour they will say that they don't know, they can only tell me what they see on the system. I am so upset because my parents have to suffer, for 3 full weeks thay don't have a fridge, food has spoiled. We don't know when we are going to get the fridge, the consultants don't seem to care. If I had the money I would go and but a new fridge for my parents. The staff is not trained, they sound uninterested, 1 lady even hang up on me because She couldn't give me answers.

Terrible customer service

Regards Nomkhosi