Very poor service from Devy's technical/service department

I've requested Defy to come and replace the running rails of a freezer/fridge combo. When talking to their service department I've given them the model number and clearly explained how the rails look like and how many I will need. After 2 days a technician came out, just to see what the model number is. He told me he will respond within 2 days, but after 4 days still no response. Defy is a big name in SA and I'm used to by their products. At the moment I'm very disappointed in their technical service.