No sign of warranty support from Defy

During June 2025, I bought a Defy DAW386 washing machine for a property we were fixing up and intended using during the December holidays. When first we tried to use it about two weeks ago, it completed the washing cycle, but not spinning and draining. I logged a call on 23 December and was assured of a 2 to 3 working day turnaround. On the 30th a local repair agent from Bethlehem called me and told me they had only been handed the service ticket that morning. She promised to confirm a repair date. I have not heard from the agent again and have no idea when anybody will perform the repairs. Why did it take Defy a week to hand over a service ticket? In the meantime I have to take my washing to a laundry, even though I have a brand-new Defy appliance. I don't own many Defy appliances, but such poor support is a definite turnoff for buying future appliances from them.