Terrible Service

I am reaching out regarding my Hisense H670SIT double door fridge, which has developed a significant crack in the freezer. I logged a claim via email on June 5th, and I also provided proof of purchase at that time. On June 11th, Mike, the technician, came for an inspection and advised that I would receive feedback within 7 days. However, 7 days have passed with no follow-up. Today, June 25th, I had to contact the call center myself to inquire about the status of my claim. I was informed by Ntombi that the proof of purchase had not been uploaded. As a result, I now have to wait another day for approval, which I find highly unprofessional. Additionally, I was told that I would need to transport my double door fridge in my 4-seater car to the store where I purchased it, where it will be exchanged after I receive a refund. This is an incredibly inconvenient and frustrating process.