Worst and most disorganised customer service I've ever had! And Defy used to have such a great name

We bought a new Defy double door fridge freezer from Tafelberg in Northgate, Cape Town. After eventually taking delivery and having to drag the fridge into the kitchen ourselves, as the delivery men refused to even try get it through the front door (thanks for that Tafelberg), everything was set up and the fridge worked fine for the 6 weeks, that's when things started going wrong. First the fans for the airflow system failed, everything in the freezer defrosted. We called Tafelberg and they promptly got in touch with Defy, on a Sunday, to get a technician out. The technician came and inspected the fridge, and concluded that the cooling system had failed. Defy then offered to replace the fridge as it was so new. We were happy with that, the replacement however took almost 3 weeks to arrive, that's 3 weeks with no freezer and what was essentially a giant cooler box. When the replacement finally arrived, a day before we left for holiday, we thought something was a bit off as the replacement fridge was missing the 0degree draw and the UV freshness draw, features that sold the fridge for us. But having no time to investigate we went on holiday hoping that this fridge would keep running.

Once we returned from holidays the fun started again, upon closer inspection we could see the fridge we'd been given was in-fact a cheaper model, that had actually been refurbished, there is dry glue and expanding foam pouring our of holes that had clearly been drilled after manufacture. This was unacceptable of course as we'd paid full price for a new fridge and now we were left with a beat up 2nd hand fridge with less features than we paid for. Again we called Tafelberg and Defy and explained the situation. Defy then sent out another technician to inspect the fridge, 2 weeks later he eventually arrived only to ask what lights in the fridge were broken??? Clearly there is no process for handling customer service requests because the tech had no idea what to expect. Anyway he was patient and understanding and agreed that yes we never should have been given a refurbished cheaper model if we'd only recently bought the fridge.

That was the last I heard from Defy, I've been calling their customer service line trying to get an answer as to what's being done about this. I keep being told they need to speak to the technician and they'll call me back, I thought I'd finally made a little bit of progress when the lady I spoke to at the call centre agreed to escalate this to management, I was ensured that a manager would be in touch promptly, again it's a week later and I've not heard a thing from Defy, I called again today and got told the same thing. It's become laughable now and I'll be going to the NCC.

This is hands down the worst customer service I've ever received for such an expensive purchase. I'm just really disappointed as Defy used to have such a great name in South Africa