Very poor service from Brother agent

My insurance replaced my Brother NV700 with a NV800 embroidery machine in June, got the machine and only worked 2x designs and then it kept giving a fault code. Contact New World and the directed me to their Brother agent JHB. I waited 4 week for them to collect and it has been now 3 weeks after they called me to say the machine is done and ready to be shipped off to me in Norhern Cape. After numerous calls its still not back with me and I do suffer a lost of income currently. Very unprofessional and no care business from your agents side.