Bad service

We reported our wwashing machine faulty to our sales lady and the store manager on Saturday who were both standing outside smoking, they both laughed and said there was nothing they could do until Monday. Our sale lady said i must wash by hand. Monday 11 o clock still nothing was done and eventually after a big fight the agent came out to fix my machine but had to take it away. I asked for them to give me a replacemen. Machine but they ssaid i must contact bears. When i called the manager she was extremely rude and said she must contact the regional manager and call me back. Up until now nothing as been done. This is the second time in 5 months my machine has broken and they refuse to give me a new one. The service received is disgusting and not bears or Samsung answer their email. I have 3 children and a husband that works on a mine, if i wanted to wash my clothing by hand i wouldn't have bought a washing machine. If it has already broken twice in 5 months, what are chances it won't break again?