Poor Machine - bad service

We would a Defy DTL160 14kg top loader from Tafelberg Furnishers Cape Gate on the 31 July 2022. We had endless problems from the start. The best thing about this whole experience was the service we received from the sales person. This machine is supposed to be able to wash a load of 14kg but we cannot even load it with less than half of that without getting an error from the start. we tried moving it in various positions to see if that would make a difference but it did not. Sunday morning we tried to wash water and the machine is not even spinning or draining the water. My fiancé send Tafelberg furnishers Cape Gate an mail on Friday evening since we bought the machine from them. We received a phone call from them on Saturday morning saying that they would log a call with Defy as Defy does not work on weekends. Which wa fine with us and we were told that they would prioritize our call and we will get a call from Defy on Monday morning. Monday morning came and went and still nothing from Defy. I phoned Tafelberg Furnishers Cape Gate in the afternoon only to be told that they have only received a ticket number now and the lady who assisted me was not very friendly as i asked how do o in know the call was logged and when will Defy send out a technician to come and have a look at the faulty machine. I got told but I just said we logged a call and she was rude. I asked to speak to manager and at first she refused. I said I can just call back and ask to speak to him. She eventually transferred me to him and I explained about her rude behavior and that I do not want to speak her again in the future. Later in the afternoon I received another phone call from Tafelberg this time from another lady enquiring if we received and communication from Defy and I said up to this point we have not heard anything from Defy. I ended up sending an email to defy and my fiancé forward that mail to Tafelberg. Still no response. After 4pm I received a phone call from Defy from there service center in Bellville informing me that they will be sending a technician out today. I asked what time they will be there and the person rep**** they cannot give me an exact time but between 8 -9 in the morning. Just after I received another phone call from Tafelberg from the same rude lady which I asked not to speak to again enquiring if we received a call from Defy which I rep**** I just spoke to them. Since we are both working i had to organize something to be at our house who can let the technician in. 9am came and no communication from Defy. I called the service center and spoke so someone there which did not know what I was talking about. It took him about 5 minutes to find there documents. He proceeded to divert the phone call directly to the technician and he told me that after 9 in the morning he is only on his way to work now. I said this is simply not acceptable as there is someone waiting therefor him.

We still do had a technician that looked at the machine nor do we have a machine that is working . We requested a refund but go told I technician first have to come and look at the machine.

While I am typing this the person arrived at my house. In the mean time I received an SMS from Defy stating that my query has being resolved. I do not see how this is possible since the technician only arrived now and secondly we still do not have machine that is working properly