Defy Fridge/Freezer

My Defy Fridge/Freezer packed up last year November 2018, I lost a large amount of money on food that defrosted and it took them forever to come out and fix the problem, when I mentioned the loss, it was if they could care less. Now today the 25 January 2019 my Defy Fridge/Freezer packed up again and everything is defrosting again, probably another loss, and I suppose they will again just not care. Why do I not get the service I pay for? And is it normal practice that Teljoy just doesn't care about the client's and their loss due to Teljoy's product!!! They are very quick to say that you have short paid R36 but when it comes to service they take their own time!!!!!!!!!!!!!!!!!!!!! Also, My Unit price excl vat was x amount and now this amount is more than what I signed for!