Defy Authorised Service Centre doesn't pitch or contact customers

I've logged a call on 11 Jauary 2023 at 18:34 (Service Paper ***) fo a brand new Defy Tumbledryer that I bought, worked once and the second time it didn't work. It was issued to a technician on 12 January at 13:24. I phoned 3 times since then to get someone to come and check and fix the problem or replace the unit. this is the worst service I have ever received from Defy.