Warranty options

Makro card ********** 3 purchased a Hisense fridge in 2015 i have had to replace the trays and freezer lids twice already sourcing them from Cape Town. This fridge over freezes everything and sometimes trips my main switch. I called Makro Springfield and spoke to Priscilla who was very rude and didn't give me a ref number. She promised to call me back but i am still waiting. She couldn't explain all my options to me, only just that she will log a call and send out a technician. I am willing to pay the difference and get another brand or a better model than this. I need urgent assistance.