If the item is only 5 months old from new, then the retailer or shop you purchased it from should be involved, its their duty under consumer law to provide help, repair, replacement or refund. But it being a Zanussi freezer, I can only assume you have gone direct to Zanussi as part of their warranty.
Considering that you are not satisfied with the 'customer care' you are reaching, I suggest that you go back to the retailer or shop and explain the situation. If you are still not sure, then see if your local council have a trading Standards or Consumer Advice outlet. You could also try CAB or a Legal Advice establishment for free advice, again, depending if they are in your area and where you live?.