Shocking service from Defy Applicance

I have a washer & dryer. My machine is still under the 3 year guarantee. a technician came out a few days after I initially logged a call. IT is now TWO WEEKS and I am still waiting for feedback as to when they will fix or replace my machine! I phone every day and the call centre tells me they will escalate the matter. I eventually also phoned the Defy Centre that the call centre agent told me to and I am still waiting for them to phone me back . This is absolutely ridiculous service from DEFY!!