No After Sales Service on product still under warranty

I have a tumble dryer that is still under warranty, so I called the call centre to log a fault on 15 Oct 2025 and was told a technician will come out in approx 3 days. We now at the end of October and no one has come out neither has anyone called to provide an update. I called last week to get an update and was told the call will be escalated and this will be resolved in 2 days. Today I find out from Palesa at the call centre that the call was not escalated. I asked to speak to the manager and the call was cut. Is this the type of after service Defy expects us as customers to accept. I paid for a product that does not work and I can not get Defy to resolve the issue. I will not recommend Defy to anyone