Poor after sales service - House & Home Gateway

I purchased a Hisense Fridge from House & Home Gateway in November 2020. 5 months after the purchase the water / ice dispenser lever broke.

I contacted the store when this first happened and issued my receipt / account number, I received no feedback. I followed up and was advised that the sales person wasn't around and still no feedback. I was advised a technician visit will be arranged. Days past and the technician did not visit nor did I receive feedback from the store. I called the store and was advised that the sales person is off and they would pass on the message. The sales person eventually got back to me advising that the lever is not covered under warranty as it is a physical component and broke due to negligence. I was advised that the guarantee is not covered by House & Home yet by the supplier. She then gave me details of an appliance repair centre to arrange a repair myself and at my cost.

1. Negligence cannot be claimed without the fridge being assessed. 2. The water / ice dispenser is one of the main features of the fridge and is probably used daily. 3. How long is the lever expected to last?

The only negligence practiced on my part was spending R19 000.00 at House & Home believing I am buying a quality product from a reputable store and if needed I would receive acceptable after sales service.

I should have then purchased the item directly from Hisense and not House & Home. What is the purpose or benefit of spending nearly 20k at a retailer if they make assumptions (negligence) and are directing the customer to repair centres instead of placing a little effort into the incident / case. It's as if there is a default script that is followed and there is no accountability from the store. Another disappointment is that staff don't take responsibility, they pass it onto the sales person (even if the person is off, the customer needs to wait).