WHIRLPOOL 'S SERVICE IS CRUMMY!!!

My Whirlpool freezer had to have the defrost timer replaced on 26/02/2015. Now over the Christmas period, I experienced the same problem with my freezer as before. Yesterday, 27/12/2015, I went onto Whirlpools website and logged my service request. At the same time, I advised that the defrost timer was replaced in Feb 2015 and would the new repair be done under warranty. On calling the call centre at Whirlpool today, I was told that they had not received my service call on their website and that I should send an email. If customers shouldn't log a service call on Whirlpools website, then why do they have that facility? I then sent an email with the same explanation as what I provided on Whirlpools website and got a response from Khotso who advised me that i would have to pay an amount of R399-00 for a technician to come out to my premises, totally ignoring the fact that I asked if the repair should be done under warranty. I then called back and requested to speak to the Service Manager and was advised that Melissa is the supervisor of the call centre. I asked to be put through to Melissa and after waiting for more than 8 minutes on the phone, I put the phone down.