Defy extremly poor after sales service, no help with a brand new machine that doesn't work

Defy was always known for being a top Brand, in January I purchased a brand new front loader and tumble dryer 10kg each, these are not cheap R20 000 +-Although bought in late January we only connected this 3 weeks ago for the first time, for some reason the front loader shook so bad it caused cosmetic damages to the dryer, I was ok with this but the shaking was not working for us we also attempted using our dryer for the first time the dryer kept tripping the plugs we tried various methods of connecting this machine but it only last for 5 minutes and then trips again which is completely useless if I cant dry anything, we then emailed the DEFY service desk who also by the way manage the complaints they sent out a technician who stopped the shaking of the front loader and advised that the dryer is working fine he manage to stop the extreme shaking the washing machine makes when it spins, the technician advised that both machines work fine, we attempted both machines the same evenin, the washing maching is good now the tumble dryer same story we go back to the support desk they advise a part is required for a brand new machine confusing, we then follow-up again as we received no further feedback and again today, this is a brand new machine 2 different stories technician says it works support team says in needs a part we haven't heard from them since following up a week ago although a good brand the after service is poor and I wouldn't recommend them. They don't seem to care about the money spent on the products or they do however and lack the skills in providing empathy or urgency in helping fix or even providing you with a new machine seeing as it is new and hasn't worked since we have bought it I am sadden by the lack of urgency and response we are now in April still sitting with a dryer that doesn't work not sure if they are waiting for the warranty or guarantee to expire or if I should pay someone else to do the job they obviously cant do.