Waiting almost a year to have my fridge repaired

In November 2022, before the warranty on our side-by-side fridge-freezer expired, the door handle broke as I opened the fridge. My wife reported it to Game, where we bought the fridge, and within a week I received a phone call from a technician in the area. He was, however, the George technician and we stayed in Oudtshoorn. He said he would refer it to the Oudtshoorn technician.

The Oudtshoorn technician only contacted us half way through December and said he will only be able to come in the new year. However, since we were relocating to Richards Bay, he said he would refer it to the technicians in this area, which he never did.

Since early in the year, we have been struggling to get this issue sorted out. My wife keeps phoning the call centre, who informs her, time and time again, that the ticket has been cancelled without resolution. The warranty on the fridge has since expired, but we still have a broken handle which broke while the fridge was still under warrantee.

This year, they first tried to fit a new door, but then ordered two. After my wife had to phone to have the ticket reinstated, two doors were received, that didn't fit. The technician then informed us that Defy would have to replace the whole fridge. This was months ago.

The last time my wife phoned, she was told that the manager who used to work with it had resigned and a different manager had been assigned. A technician came to have a look at the fridge, but when I followed up weeks later, the call centre told me, again, that the ticket had been closed, but nothing had been done.

She told me that Morgan was the manager in Durban, and gave me a number to contact him, but my calls are never answered. I bought a Defy fridge because "you can always rely on Defy," but apparently not as far as after-sales service is concerned.