PATHETIC SERVICE FROM DEFY

I have a faulty Defy automatic washing machine that is still under warranty. I phoned Defy on Monday (12 March) and at 13:15 I received a reference number via sms also stating that they will contact me "soon" to schedule a visit time. It is Wednesday 14:59 and I just phoned them to find out when I can expect the call. Turns out that I am locked in for a visit next Thursday (22 March) - no calls to confirm the visit, nothing. It takes Defy 10 days to send someone out to fix an appliance that is still under guarantee. The only reason I can think of is that they sell more and more poor quality products and that so many complaints have been logged that it takes 10 days to get to a job!!! The operator I spoke to on Monday was so arrogant and rude when I asked when I can expect a call. I really thought "soon" as their sms states, meant within the next few hours, NOT 48 hours later (and then I had to call them!!)