Game East Rand Mall, worst customer service ever, I want a replacement Fridge A.S.A.P.

My elderly parents bought a Defy Double Door Fridge Freezer on 03/02/2018. It comes with a 5 year Defy Warranty. Now this fridge is giving serious problems. It sounds like the motor is broken, and the condensers sound like they are going to break any second. They went to Game, East Rand Mall, last week and gave them the bank statement as proof of payment, together with the Fridge Bar Code. They were sent to customer care, where the lady at customer care kept interrupting my father, who has a hearing problem, and she screamed at him multiple times. Then she said she can not find the bar code on her system. She took copies of all the paper work, and said the will send it to head office, for them to trace it, and never got back to them. We want a replacement fridge, as this is under warranty, and no one is getting back to us on this issue. We are also not going to pay in, as I am taking care of both my parents, and I will not pay any extra, we already payed for it cash. It was a demo model as well, they said they don't have stock, but we can have the one on the floor. So we took it, and I have been trying endlessly to get hold of game since last year, to have this sorted, and I have had no joy. No one at Game cares about the consumer, they only care about selling broken appliances, and you must just pay, and then it is your problem. I am done trying, and being the nice one, I want a replacement unit A.S.A.P.