Terrible After Sales Service

I am extremely unhappy with the after sales service received by Defy. We bought a number of Defy appliances last year for our kitchen, one being the silent drive washing machine. Just over a year later, this machine has ceased. We are now on our fourth week and still the technicians have not fixed it, after promising us that the parts would be here in 10 days. We have to continually phone Defy for some answers as no one at Defy has the decency to contact us with developments. A technician is supposed to come today but we are still waiting for a phone call. What type of service is this?