Unacceptable service from Defy

My daughter bought a defy fridge freezer f740-f790 whose freezer did not cool She reported this & was given a ref no *** & was told a technician would come out within a week It is nearly 6 weeks. Now & I phoned to enquire when they will come to be told by Desray tomorrow from Nelspruit I have tried to phoneNelspruit branch but get a answer they are unavailable I have never had such poor service