Pensioner saving for washing machine they can't use since day 1

I'm very disappointed in Defy Appliances with the level of service and how they handle customer service and support. My aunt, an old pensioner, has bought a Defy washing machine, which had a problem since day 1. The machine keeps washing non-stop, and Game was contacted where they have bought the machine. Long story short, the machine was collected on 9 November by your repair agents, and no feedback received to date. This is unacceptable to give a non-working washing machine to a pensioner and then take the machine away and leave them with no machine and they can't wash their clothes. Can you please urgently look into this, and give them a new working machine because that machine has been faulty since day 1 (8 September 2021). They are pensioners and have been saving for this washing machine for such a long time, and now they can't even use the machine. Job cards *** and Job Card 34879 (Barnard's TV and Appliance Services). I will update the rating once this case is resolved. Thank you.