Game service sucks

I am extremely disappointed in Game Kenilworth Centre. I bought a Defy fridge in 2019 that has a 5 year Guarantee. I especially bought the fridge because of the guarantee. Now the fridge just stopped working. I called game customer service and logged a complaint. They said they going to send a technician out to assess the fridge. It's been a while week now and no one has come out. My milk and all my food stuff that was in the fridge went off so I had to throw it all away. I am very upset. I called them 2 more times to find out when they coming. All they said is they have escalated the matter and they waiting on a reply from game head office. I don't understand what is the hold up. I can't buy milk or any perishables because I don't have a fridge now.