Poor poor customer service

I bought a washing machine and it worked fairly well for a while. The first time that it broke it took a very long time for it to be repaired. Defy's fault reporting system is very slow and inefficient. The technician who came on site did not fix the problem after several attempts. Defy finally despatched a senior technician who then resolved the problem. After I complained, they to their credit, did not charge me. The machine broke again and the technician who came on site told me that the machine had a faulty motor and that the machine needed to be taken to the workshop. He further told me that since the motor was under warranty, I will not pay any fee including the call out fee. I paid the call-out fee anyway as he also told me that whatever I have paid will be taken as payment for the additional parts associated with the installation of the motor e.g. bearings. A week or two later I got a call from the workshop that the machine was going to need a host of other parts costing thousands. The thing that concerned me was that Defy was also charging me for installing the motor in spite of it being under warranty. After several emails and follow ups, I have not received any feedback. My request was that they show me the documentation supporting their refusal to install the motor at their own cost. Secondly, I asked for my machine to be shipped back together with a brand new motor and I will find my own installer. Lastly, I enquired about the money I had paid following what the technician said. Moths later they are not responding to my emails and my machine is not back. I am very disappointed with Defy and will most likely not ever buy their products.