Bought Defy fridge from Game with 5 year Guarantee - No recourse for Poor Quality Product

Dear Game (Mass Mart)

I had purchased a Defy fridge online during lockdown level 5. It was delivered on 13 May 2020 and switched on 14 May. Overnight, the glass in the freezer shattered. We had reported it to both Defy and Game and was asked various questions. I was told that the 5 year guarantee that came with the purchase of the fridge does not cover the glass. However this is not a fault from negligence, its a brand new fridge with all its parts intact.

With no confidence in the product, I had further requested this product be returned and replaced with an alternate product but this was also ignored.

Its been a few weeks since, I have spent over 200 minutes on hold at the call center and bounced from pillar to post with Defy and Game call centers and nobody is taking any accountability. I am sitting with a fridge that I cant fully make use of and constantly worried that something else might break.

I am now having to resort to Hello Peter to raise a complaint as I have had no joy from sending numerous mails or contacting the call center for assistance. I am not a satisfied customer.

Regards,

Adelaine Grantham