Terrible communication, general incompetence

I recently purchased a fridge from Makro, but the fridge is not cooling. The freezer works fine. I have never in my life had to struggle so much with customer service.. The line is terrible. I called on a thursday to log the call I had to phone again on the friday as I had not heard from anyone the technician had not been booked for me on the friday and I called again on the saturday and the call had still not been logged. The call was logged on the saturday but no technician can be sent as Hisense doesnt work over the weekend. This is now my problem? Call again on the monday morning and my ticket number is not in the system.

I have given two stars because Richard is the only consultant who has helped e so far and hes done much more than anyone else has. I have spent so much time struggling with all the other staff Richard seemed like a god send.