Zero service........

We have a Defy twin tub washing machine that has several months left on the warranty. It stopped worked in November, I tried to take it back to the shop we purchased from, but was told that they would log a call with Defy and we must deal with them directly. I received the notification of the call being logged on 23.11. We have phoned the call centre many times, being on hold for at least 10mins per call, and have had promises that the technician will come out either later that week or the following week. No technician or contact from the call centre to date... We do live in an outer lying area, however, we brought the washing machine in this town, so Defy should either not sell in areas it cannot service or sell at a reduced price without a warranty. Am beyond unimpressed with the NO service to date and wonder if they care at all how we are doing our laundry since November....