Defy - no communication regarding service

Bought a brand new washing machine top loader about two months ago from Pick and Pay. After just two weeks of use the machine made a strange sound, a technician came out after a week of waiting, then he said he doesn't have the part. He came back after another week and then fixed the sound but left before the spin cycle was completed whereby we noticed the extreme loud noise, so bad it made an error so obviously something wasn't tightened. Then another technician came out after a few days whereby I said we demanded a an exchange as this is unacceptable. The report from technician was submitted 20 June 2025 the morning, I still have not heard anything back, I need to constantly phone and ask when can I expect a call from Defy regarding exchange or delivery date as I have weeks of washing piling up. This is unacceptable. Very poor service from Defy Manager side.