Awaiting price beat cashback/voucher

I am awaiting a reply from Game regarding price beat.We had our Hisense 508L fridge we bought online for less than 2 years and it leaked.Got a Hisense tech out and stated my Game account will be credited with the amount we bought it for.That put us in the position where we were forced to buy from Game again.First they wanted to send us to Greenacres due to credit being assigned to them even though it was an online purchase.We were also expected at first to bring the broken fridge in ourselves.After being persistent they agreed to collect it when the new one was delivered.We had to buy a R2000 voucher that Friday in order to put the purchase through the following week.Order for Defy DFF536 was put through on the Tuesday. From 2/7 to 7/7 Pick n Pay Hyper has the a special on that exact fridge.I phoned Game yesterday and requested a Game price beat.It was marked priority, but no one contacted us back.Due to the order only being finalised the 2nd of July, surely we should qualify for the Game price beat not so?