Bad service Game Highveld mall

I purchased a Defy fridge/freezer at game Highveld mall, Witbank in 2021. Checked and the item is still under warranty. Reported to Game and Defy Friday 15 December, was told a technician will contact me Monday 18 December due to the holidays. Monday came, nothing the case was not logged. Called again Tuesday 19 December, Game is clueless and will follow up as to why the technician fail to contact me.