Bad Aftersales Service

Morning. I am referring to the following Ref number for a customer complaint. ***. My aunt bought a metallic Defy 8kg top loader on 2/12/2020. After a couple of months the machine broke and agent collected the broken machine and said cannot be repaired. I presume Game Bela Bela got a RFC for the old machine and when the delivery guys wanted to deliver the new machine it was not metallic but white. The customer said that it is ok she will accept the white one. As soon as the delivery guy asked for the old machine my aunt said but it was collected already and he said cannot deliver he has to collect without deliver. The customer that bought surname is Du Plessis and the lady that lodged the complaint on behalve of the client was Renette van Wyk. My problem is that my aunt is 79 years old and that she has now have to do washing by hand. She is waiting now nearly 7 months for this complaint to be sorted. Now I am asking myself is it the norm from Defy to take so long to sort a customers complaint ??? Or do we have to go the legal way or what do you suggest what does the client need to do ? I hope that this complaint will be finalized by this Friday.. If you need any other information please contact me on ***