Pathetic service and consultant is too lazy

i have a problem with the fridge its over freeing causing the excess ice to fall out &unable to open the trays in the freezer as the ice is stuck . I spoke to zondi from major appliances who asked me for the serial number for the fridge he promised to call me after 15min to log the fault after an hour he did not call I had to call and provide the details to him he told me he will provide me with the reference number on Thursday 31st. I did not receive any reference number as he promised or call on Thursday I also told him I do not want the fridge repaired I want it to be exchanged for a new one as this was a recent purchase 11/12/15 when I called on the 31st was advised his not at work when he return they will get him to call me I asked consultant if he can help me he said others cannot take on a query that zondi was dealing with he took my details & said he will try to get someone else to help but no one contacted me then I called several times on the 4th January but no one picks up then called on 5th manage to get hold of Dhayalan he told me that the fault was never booked in he will call me back and help to book it in , he never return the call the fridge is not yet book