Make: SAMSUNG FRDGE/FREEZER-Model RS21DCSV1/XEU?

I have been phoning Samsung and the Independent Services for the last few weeks regarding a problem with the fridge. I was told that an engineer would phone to make an appointment to have a look at the problem and was finally given a 'job number', but as yet have heard nothing. I have now been given the engineers phone number but still no joy! How do I get any help? I know what the problem is but cannot get anyone to come and sort it. Apart from the cost of phone calls I have lost a fair amount of food.
Please help - I'm getting desperate!