Very bad service from people at whirlpool!!!!

My mother bought a deep freezer from game at mall of Carnival in July. The freezer was not working at all which we immediately made the store aware of and we were referred to the manufacturer whirlpool and given a number to call we keep on being told the technician is not answering his phone and that they have escalated to the region manager whose number they refuse to give me. I then request for them to come get their freezer which doesn't work they then tell me we need to wait for the very same technician who hasn't showed up to do and evaluation of the product before we can take it bad what kind of nonsense is that? 2 Months of being stuck with an appliance that does not work and the people who are supposed to help us are just not interested!!