Unhappy defy customer

My mum bought a toploader washing machine, from day 1 we have had endless problems with it, it's not even a year we have this machine. We contacted OK furniture where we purchased it from and they keep laying a complaint with defy to contact us, everytime they defy technician comes have a look he gives us excuses. Firstly it's a new washing machine, how can a bra wire get behind the drum, secondly he tells us not to use Surf only use liquid soap and we must use it only on auto wash,than what's the use having other functions on the panel if it must not be used?? We had a Samsung washing machine for over 20 years which gave us no problems. We asked for a new machine but they don't want to give us one. Looks as if we were given a reject machine.