HISENSE sucks

I have a Hisense fridge, bought from Makro in Cape Town. It is still under extended warranty. On 10.2.2023 I logged a ticket to get technical support since I permanently have water running out under the fridge. I received a ticket confirmation 907931 and that was it. On 17.2.2023 I tried again to get somebody to answer me on the TT but no response since. Today I called their customer support hotline thinking I could get lucky there, but NO. NOTHING. After listening to their music for 5 minutes - not even another voice telling me to keep holding because maybe the lines are busy. What does it take to get any service out of this lot?? I work in customer service, if I do not answer a call within 2 minutes, I will be reprimanded and if that does not change - eventually dismissed. What quality people work for this company???