Defy Appliances - poor after sales support

I have been dealing with the Defy Authorised Service Centre to try an repair my fridge/freezer unit which is under warranty but their service is shockingly slow. Its been more than 2 weeks that I logged the initial call. Communication is non-existent. They haven't even responded to the email logged with the details provided in the warranty. When I called the call centre and asked to speak to the manager, the call was cut off. It takes forever to get anything done.

As a customer, I need to constantly check up with them for an update. I went so as far as to arrange the collection of the unit myself to try and get the repairs done. Now, the part has been ordered and they can't give me an ETA or when I will get my fridge back. This is totally unacceptable especially at this time of year when most places are shutting down.

I would not recommend Defy appliances to family as the after sales support is disappointing.