What's the point of buying quality products and extended warranty if there is no reliable service or accountability when a problem arises

I am submitting this complaint on behalf of my manager.

A service request was logged on 23 January 2026 for an extremely expensive fridge (±R30 000) because the ice machine was not working. The issue was straightforward.

After waiting two weeks, a technician eventually came out. Unfortunately, after the visit, the fridge developed multiple additional problems, including the door no longer sealing properly, which means it cannot cool effectively.

Since then, we have made numerous follow-up calls. Each time, we are told the request has been “escalated,” but nothing further happens. Notes are simply added to the service request with no real feedback, no resolution, and no timeline.

It has now been nearly a month without a properly functioning fridge. How is anyone expected to manage without such an essential appliance for this long, especially one in this price range?

We are extremely disappointed with the lack of service, communication, and accountability, and would appreciate urgent intervention from someone in a senior position to resolve this matter.