poor service

On 18 desember I phoned defy about my defy top loader that's its not working. The booked the service on monday 21 desember I phoned again and was said that the repair man will phone me later. Tuesday on the 22nd I honed again later the day Henk from defy phoned me and he did come out and inform me the the belt was faulty and need to replace. He will get the belt and replace it. Today the 6th of january I never had a call again from him or defy and had told henk that I need it repair as I was getting people but all was ignore. Is this the service that defy offers if u can tel me where to get the belt I will repair myself cause I can't rely on defy