Disappointed with Hirsch's After-Sales Service

I am a little disappointed with Hirsch's Centurion's slow reaction to assisting me with a Smeg fridge we bought a little over a year ago. We have been very loyal customers of theirs for over a decade and have literally bought every single appliance in our home from them- from large flatscreen TV's, washing machines, fridges, microwave, ovens, extractor fans - you name it! As part of a long list of new appliances we bought for our new home, we bought a Smeg double door fridge/freezer in March 2018, and spent a small fortune on what we believed is a "premium" product that would last us a long time. About 10 days ago I noticed the fridge was feeling warm inside, my dairy products and vegetables were going off and then saw all my frozen goods had defrosted inside the freezer- even though the temp said -24degrees! I immediately contacted Hirsch's Centurion from the invoice, and informed them of this crisis. (I was losing all my household's food and food is NOT cheap!) This was Monday afternoon the 1st of July. I had no response, so phoned AGAIN on Tuesday the 2nd, then had a guy named Chris tell me they will get on it asap. On Wednesday the 3rd, I phoned again to follow up and Chris told me they have contacted Smeg and they will send someone within 48 hours. On Thursday, the 4th day I have been waiting at home for a repair technician, I urgently had to leave the house to buy food for my family, which was the exact time the technicians from Smeg arrived! So I race back home to find out that they had left already, and I wasn't able to speak to them regarding what the problem was. I had to phone around and finally managed to get hold of someone at Smeg, who told me that their technicians found a problem and that the entire fridge needs to be replaced, it can't be repaired. I asked them to please keep me updated on how long that will take- they couldn't give me an answer. So, no feedback since Thursday 4 July. Today is Monday the 8th of July and again, I was forced to phone Hirsch's to follow up (again) on the status of my fridge problem. Chris was not available so I spoke to a man name Richard, he also said he will get back to me. ...!?!?!? I am now at that point where things are going to get ugly and I am very tempted to drive to Hirsch's Centurion to start shouting at people! I mean, to not have a working fridge is a total disaster for a household. I suppose I can be grateful that its winter and not summer.. Agge NEE Hirsch's Centurion- can you guys not get it together and help me out here? How long must a person be patient when a crucial appliance like a fridge breaks down? There seems to be zero sense of urgency and non-existent after-sales service. I expected a lot more from you!