New Defy Top loader not working/ Tech doesn't keep his appointments

Good day

It is not a pleasure to write this email to you as we have always been loyal customers of House and Home and this is the first time this has happened but I'm busy pulling out my hair in frustration.

I bought a Defy top loader at the Roodepoort branch on the 21/04/2018 and like always the service was impeccable no problems, I live in Centurion and the sales lady Lulu arranged the machine to be delivered to my address. The machine was delivered to me at my home on the 25/04/2018 when I tried to use the machine it not working properly so the next I reported it to Lulu at the Roodepoort branch she was not in and I spoke to Pinki who reported it to the guys from the Forest Hill branch that delivered it. She phone me back and said that they will contact me on the 28/04/2018 as the 27/04/2018 was a public holiday. I spend the weekend waiting without any success no one called. On Tuesday the 01/05/2018 at 12:52 I received a call for ********** I think someone from the Forest Hill branch, he was very abrupt and rude and told me that they can not exchange or replace the machine the have to send a Defy tech out to come and inspect what causes the error. But the Tech will only be able to make it on Friday 04/05/2018, I was not happy with this as it meant I had the machine for over a week and it was still broken/not working. So this morning just before 12 I called to follow up as I have not received any feedback or a call from the Defy tech, after running around for about 20min Pinki from the Roodepoort branch contacted me and said the Defy tech will be at my house at 1pm I quickly mad arrangement with my manager to go home so that I can be there when he arrived. On my way home the Forest Hill branch called me and informed me that the tech could only make it on Monday. I lost it and told them that I’m not interested in this game anymore and that they most come fetch the machine and give me my money back. The lady said she would confirm with Fredi at Forest Hill branch and come back to me. She called me at about 1pm and said that the tech will come out today I asked her to confirm a time as I would need to make a arrangement for someone to be there to open. She called back again at 1:26 and on a conference call with the Defy branch they confirmed that the tech would come at 4pm today. With out trying to sound like a person that does not understand the difficulties of client service, because I do more that you know. If this tech doesn’t keep to his appointment for 4pm today. I would really prefer to let then collect the machine and give me a full refund. It will be easier to go to a shop/supplier that want my business and that is willing to assist me and provide a service. It feels like they got there money and now they don’t care anymore if your machine works or not.

Please can someone assist met in figuring out what to do next.