Worse customer service ever

I bought a fridge from hifi nearly six months aga and am still under the warrenty cover for accessories .A few days a go l was trying to take out meat out of my freezer and the handle part of the shelf cracked and broke off the fridge. l then called the Hisense and spoke to Michelle who also adviced what l had read on the website regarding warrantly l did send and email which was answered by a call centre agent by the name of Lucinda Joubert whom then came back and said l would have to pay for the shelf

I picked up the phone and called twice and asked to speak to her to find out on what grounds was she not covering my claim under warranty she declained to come to the phone and on both phones l held the line for 15 mins waiting for here

If this is what they so call customer service l will never recommend anyone to get there products and even under there website they confimed what was covered why am l having to pay

https://hisense.co.za/warranty

After the first 6 (six) months from the date of purchase, this warranty does not apply to any accessories or to light bulbs, loose glass, glass doors and enameled surfaces, filters, handles, doors, crispers or shelves, tv stands or brackets, remotes, 3D glasses, speakers any accessories and other parts subject to wear and tear or discolouring. Damage caused by abrasive and highly concentrated cleaners and/or cleaning materials or cleaners prohibited by the user manual will void the warranty.