Refrigerator

I bought a Hisense refrigerator in January via Takealot and it had fault my freezer and I called them and they sent a technician to come fix and I was told that the refrigerator had a factory fault and it must be replaced and I should contact Takealot since I bought it there and I called them and they told me that I must email collections@hisense which i did and till today I haven’t received any call any email and I have an open refrigerator with me the top part is not cold my food rots all the time and they are not treating me with any agency I called and I was told they will communicate with me via email and at this point I’m frustrated.