Poor Bosch service

I Bought the unit in Oct 2022, replacing a previous 12 year old model. I was so impressed with beautiful smell when taking washing out of the machine. During April 23, I noticed that the softener compartment does not empty out, and no nice smell from washing, and the washing comes out very wet after spin cycle. I reported this to Tafelberg Furnishers, Greenpoint, on 24/4/23. Only on 9/5/23 did I receive a visit from technician, after many calls to Tafelberg in the meantime. He came to see the unit on 9/5/23. * He expressed the opinion that the softener is maybe too thick??Same softener I have always used * Or water pressure in building not strong enough-- it was checked and is perfect. * OR tap is closed, tap is wide open. * I then reported it again, in May. A 2nd technician came out and did some tests, and then again a 2nd time. Tole me to let him know if softener still remains. Which I did the same day after he left. No response, even after 3 more whatsapp messages to his cell phone. Cheeckily, I received a mail from Bosch to complete a survey, even BEFORE the job is completed. I rated them 'terrible' on all questions, and have not heard a word from anybody. I even went on to their website to complain, still no response.! They do not deserve to have any customers! I have a 3 years warranty and bought and extra 2 years extended warranty on this unit. How is that helping me if I cannot get service in the first year of warranty. Extremely disappointed and not happy.