Is the problem Ocra or Samsung?

The only service this firm can offer is rudeness. Hana from the service department is the rudest individual that I have ever dealt with in a service department while Francois her boss makes it very clear that he does not care that his staff is rude and he tries to make a yoke out of you. When you ask to speak to the owner he tells you that he is not in, when you ask that the owner must call you he tells you the owner is dead. Afterward, I get a call from a lady called Pilana , I still don't understand what the objective was of her call as she had no interest to assist me with my broken fridge.

The thing that confuses me most is that companies like Samsung appoint Ocra to deal with their customers. They spent a fortune to get us to buy their products and then they appoint a company like Ocra to be rude and provide poor service to their clients.

Makes no sense and my Samsung fridge remains broken. Perhaps the problem is not Ocra but Samsung in appointing Ocra as the service provider.