Defy unacceptable service

I bought a defy 9kg washing.machine from makro Filled a complaint and they came last night Opened it and there was piece of polystyrene underneath which I was not aware of They said the shocks are ******ed. They called and say it's not covered and left it like that This morning it doesn't even feed water to the machine at all This is the most terrible service I got How was I supposed to know that. I called the maintenance guy and no answer This was an expensive machine and this is what I sit with after a year