DION WIRED - EXTENDED WARRANTY ****!!!

So on the 17th of October 2015 I bought an LG fridge from dion wired (centurion branch) which came with a standard 2 year warranty. The salesman convinced me to take an extended warranty at an additional cost. He mentioned that if anything were to go wrong with the unit, they will repair or replace the fridge with the same/similar model. During march 2019 my fridge had an issue where the sensor nd automatic door close was not working consistently and the ice tray lever seemed to have stopped working. I then called a dion wired and was given an email address where I needed to email proof of payment to. I did this on the 20th of March 2019. On the 24th of June 2019 i still haven't received a reply. Finally they decided to send a technician out to evaluate the problem. the technician did not seem interested at all and stated that he cant assist and he left. i called Dion Wired again. Another technician came and he mentioned that he will log the fault and they will be in contact. Its been roughly 4 months with no communication at all. Why offer a warranty if you cannot fulfil it??