Faulty Snowmaster Ice Machine

Bought a Snowmaster Ice Machine SM26S in Jan 2018. Ice Machine faulty, contact Kloppers PE 2 months ago, received a Job Cart sms in Nov they said they will come to.my house and fix it because we stay on a farm. Phoned alreade several times, nothing has been done. Very expensive machine and I demand a new machine, as this machine has only been used a few times