Bought a defective unit! Non existent customer service

Builderssa I bought a tumble dryer online but from your Constantiaberg store. The sale has been an absolute nightmare since inception. The unit gave me issues 2.5 weeks after it was delivered. It started making a horrid sound even though manufacturer instructions were followed. A Defy service centre technician was sent out he said the bearing at the drum needed to be greased as this was not done when the unit was assembled. I then said go ahead and grease it but knew this problem would return once the tumble drier has been on for a while. Exactly this happened when I used the unit yesterday afternoon. I am now requesting either a replacement unit or a refund. Your customer service is atrocious. Your people make commitments to be on top on things, resolve and call back but never do. All I get is "we apologize for the inconvenience caused" but no one assist. From the call centre agents to the the team leaders to the store manager at Constantiaberg. I am ever sorry I bought this unit from Builders its clearly defective. I would not recommend anyone to buy appliances online at Builders because there is no assistance when there is an issue.