Terrible after sales service on brand new faulty Defy DAW384 Washing Machine

I have an oven job card with Defy Cape Town: ***2. My washing machine has been faulty from the 16th of December. A technician has visited here once, confirmed the machine was faulty, and said new parts had to be ordered.

We are still waiting for parts for the machine, and your phone lines have been unhelpful in resolving this.

To top it off, today I received the below via SMS:

"Dear Cornelius , your service reference ***3 is completed, please complete the following survey and stand a chance to win a Minor Domestic Appliance in our monthly draw. Thank you for choosing us"

How is this possible? The machine hasn't been fixed, and the job isn't completed!

Please advise how this can be expedited for a resolution, as I am currently out of pocket due to having to pay for having my own laundry done even though I bought a brand new machine from Defy less than a year ago!