Pathetic Service

I bought a fridge in 2016 and I also bought the extended warranty(Markro Strubenvally). I started noticing the fridge is no longer cold on top, it occasionally switches its self-off. I called Makrosure on the number provided on the policy doc on the 11/12/2018 and spoke to Sivuyile@10:14 he advise that he will get a technician from Crown Mines to give a call. On that same day Richard called to confirm my policy details, however the line was not clear, I requested for a cell or email address where I can send the requested details. He gave me his cell nr I then sms and whatsapp the details including a pic pf the policy and he send me his email address to email the docs, I did. He called back and confirmed that he will dispatch someone out within 24/48hours. On the 12/12/2018 he (Richard) sent me a disturbing good morning msg at 5:52am "Morning nice profile pic mmmmm", I responded making it clear that I did NOT appreciate that, I am client and not his friend, he then apologies. On the 14/12/2018 @13:20 I called Makrosure again, spoke to Ashwell I then informed he that no one has come to check or pick up the fridge, I told her that Richard said he dispatch someone out, she then kept me on hold while she called Richard, she came back to me telling that he is off sick, he can’t assist till he’s back in the office. I told her that I cannot accept that because if Richard does not come in till Jan it means no one else in SA can help. She then took my details and promised that she will call me later that day and never did. It’s the 19th today no one has pitched up or bothered to call me, as a result I’ve lost groceries. Your service has been pathetic, this has proven nothing but to be useless and clear waste of money. Not to mention the lack of professionalism.