Extremely poor service...Game and Hisense.

My mother, an 84 year old pensioner, bought Hisense fridge from Game, Welkom, at the end of 2018 and was told it had a 4 year all inclusive warranty. The fridge stopped working during the Easter weekend, two weeks going on to three and no progress has been made to assist her other than a technician from Hisense, Bloemfontein , who told her only a small part had to be replaced but has not been seen since. Hisense in Bloemfontein informed us that the motor on fridge was damaged due to power surges and that the warranty excluded damage caused by power surges. The document my mother received makes no mention of such an exclusion. I was informed that I should submit a claim to my insurance on behalf of my mother, which would be *****! She uses medication which has to be stored in a fridge but this does not seem to bother either Game or Hisense. Both these companies deliver the poorest of poor service!