Shocking Service from Defy Service Centre

I reported this fault on my machine on the 18th September, drove to Hirsch to report it, only got a reference number on the 21st September. This machine is 15 months old and I took extended warranty out on this. Then your technician came out on the 8th September only. Still no feedback or update and only after I called now Defy said still waiting for a part!!! This is a new machine and I have not had a washing machine for going onto 3 weeks now, this is shocking service. Why is the machine which is still "new" and under the guarantee not replaced with a new one, why must it be repaired???

"Your job no *** has been registered and allocated to the nearest DEFY Service Centre in your region. "