Don't buy Hisense brand - ghastly customer service

I have never experienced this level of utter incompetence in service delivery. I recently purchased a Hisense Fridge. After 3 weeks using the water dispenser, the covering simply fell off. We immediately brought this under the attention of the supplier and Hisense's website clearly states:

After the first 6 (six) months from the date of purchase, this warranty does not apply to any accessories or to light bulbs, loose glass, glass doors and enameled surfaces, filters, handles, doors, refrigeration glass shelves, drawers or door compartments, water containers, door seals, tv stands or brackets, remotes, 3D glasses, speakers any accessories and other parts subject to wear and tear discoloring or rust. Damage caused by abrasive and highly concentrated cleaners and/or cleaning materials or cleaners prohibited by the user manual, will void the warranty.

This issue was reported one month after our purchase.

The technician in question did not even attempt to clarify this warranty dispute and simply informed me that I need to get a quote to fix the part.

I have escalated the matter to their complaints dept, I have phoned 7 consecutive days in a row only to be informed me that they will.phone me back (and they NEVER do). Their Complaints was supposed to reach out to me but haven't once.

How does one run a company with this level of utter incompetence? I am absolutely horrified that this is not the only Hisense product in our residence. Truly truly truly at a loss for words. Should someone not reach out, I will become considerably more vocal - since no customer should EVER have to endure this amount of regret after a purchase. Such a trivial matter and the smallest accessory is apparently too much to handle.