Really frustrated customer

I bought a hisense fridge from game. It came with a 2 yr guarantee. It now one and a half year layer and I'm experiencing a problem with it. I called Game over 3 weeks ago and up until now they did not send a technician over to rectify the fault I phoned in numerous times but got no help. I was told to do trouble shooting by pushing a straw in a hole in the fridge. Is this the service that we receive am I know supposed to be a tehnician. Who can I escalate this too I'm am really frustrated with the service. Are they waiting for the 6 months remaining to expire so that they don't repair it.