Let's crucify the OP for not knowing what to do or where to go.  This is a forum for helping people.  
Let's find a way to help her out and get her problem fixed.  I have worked in customer service all my life.  I never expect a client to have all the answers and I surely wouldn't belittle them if they didn't.  That's not a way to keep customers. 
I hope the OP gets her refrigerator fixed and that Winnie responds.  Regardless of what she may or may not know, Winnie should have responded.  That doesn't look good.  If it would have been GS, a lynching would have taken place here.