3 months of waiting for Defy Repairs - dispite warrantee

The washing machine was brand new and 13 months later it stopped working. Defy confirmed it was under warantee and the technician came to look at it 3 months ago and told me he was ordering parts. I have been waiting since. Everytime I call to enquire about it, they tell me they marked my query urgent and someone will call me back, but to date no one has.