Inefficient aftr sales services Makro Springfield

I purchased a fridge/freezer from Makro Springfield in Durban South Africa about a 11months ago. It was AEG brand and was good whilst it worked. however the appliance stopped cooling and on a monday morning I logged a call. they said it takes about 48hours to process and a technician would be in touch soon. so wednesday a technician comes out says I should defrost my unit and run it maybe it will work. Please keep in mind we are a family of 5 with 3 kids under 8,hence the anxiousness and frustration. evrything perishable had gone off... frozen goods all thawed and food bad. thursday a technician comes back and says the unit cannot be fixed it needs to be exchanged for a new one or returned...that's 4days patiently waiting to hear back from makro regarding a replacement In th Interim for the one that's not working or a refund which I will gladly take! aftr trying to call there branch at Springfield... having been put on hold a few times.. I drove ther from pure desperation trying to get some feedback or response.. only to being told friday they will call me to let me know wher I stand as they hav not heard back from THEIR technician. surely such a big massmart should hav procedures in place to speed up processes where it is time sensitive. or even better dnt sell appliances that you cannot manage aftr sales services for...All my produce items that went bad because of a faulty appliance is not going to be replaced by Makro. but they could hav had the decency to work a bit efficiantly. these units cost 15000+ it's not a vacuum or fan that broke... it's a fridge/freezer that we use on a daily basis. really disappointed in th aftr sales service. clearly this is a massmart that doesnt give a **** as long as u purchase all th warranties and guarantees and extras they are good. they should include in fine print that faulty appliances response time should be 7days... pathetic dont think I'd ever purchase from them again. rather support locals ... and get more efficiant turn around time.