Hisense - tardy customer service when complain

I bought a Hisense fridge via Takealot late 2024. We noticed that the fridge leans backwards discovered that this brand new fridge has two DIFFERENT second hand legs on it. On 29 January Hisense rep**** to my complaint stating that someone would contact me but to date i have not heard from them. This is appalling and quite frankly scary as 7 tvs, 3 fridges and some other things in our homes are Hisense because once upon a time their service was excellent. Have things changed since 2020 when i had exceptional service?