Dishonesty, Undermining, Bad Customer service, *********** staff.

My mom bought a washing machine at Bradlows Johannesburg, and the machine has been giving her problems, she logged a call so that they can come and check the machine, customer service called her and told her that they will come and check the machine, but since she has been waiting its been more than three months now, and the machine is still giving her problems, she has even lost hope that they will come and check the machine, I do not know whether she is undermined because she is a black person or what, because one thing I know is that if she can miss a payment their finance department would be calling her day and night, but now because the problem is from their side we must now run after them, their service is very poor, their dishonest, and undermining my mom, this is all **************. serial number 1WG180007E0TWD2M***, and I think the better solution is to escalate the matter for further assistance because my mom is now being made a fool and not getting any assistance but she is still payment her monthly amount for a faulty machine.