Defected fridge

I purchased a fridge in November 2024. I noticed the water dispenser had a leak. I contacted Game and they were prompt in contacting Hisense for the technicians to come and assess the issue. The technicians found that it was defective and I should have the fridge replaced. I called Game and they advised they will replace it for me. I asked if I can have a replacement when they collect the fridge, I was told they will see what they can do. Now more than a month later after numerous emails and calls they tell me their process is to first collect the fridge then send a replacement. Fine, I am ok with that. Today is the 21st of January 2025. No one has collected the defected fridge or contacted me. I am calling and they are giving me the run around. The customer service is really pathetic.