DAMAGED WASCHING MACHINE

I bought a defy washing machine, a medi-spine double bed and restonic queen bed on the 25 September 2025. Delivery was 2 days later - on the 6th October I used the machine for the very first time. As my daughter was busy with the 1st load of the laundry, the machine stopped working and smoke came out of the machine. On the very same day, 6th October, I went to the shop to report the issue, I spoke to the manager and she said he will phone Head and Defy to report the same. Technicians from Defy came on the 14th October to assess the machine - they reported that they will not repair the machine, they will call me and up until today, I have not received a call. On the 17th October, I went to the shop and I was told the manager that I previously spoke to is on leave and I should speak to Queen. From the conversation with Queen, an e-mail will be sent to Head Office, up until I called the call centre at the end of October, there was no e-mail sent. On the 3rd November, I received a call and the update was that they were still budy with the cases. On the 10th November, again I received a call from the shop, they told me that they will not replace or repair the machine. How can they not repair or replace the machine if there is insurance on the machine. Please assist.