defy- 6 years of pathetic service

Since 2012 I have been having problems with defy's service, having to resort to going to the top to get anything done. Latest experience is 8 months down the line and my washing machine (DAW327 "Smart Drive") is still not repaired. They won't provide me with a service manual either so I can do it myself, is it perhaps that they are desperate for money! If anyone can assist with a copy of the service manual please let me know.