Poor service and feedback

Poor service: my washing machine which is still under warranty broke. Defy phoenix parts has the worst service ever. Took them almost 3 weeks to get a part from the Jacob's branch. I called them numerous occasions and I was told that an email was sent but no reply from Jacob's... why not just pick up the phone and ask. Lady at reception was very rude and not helpful at all. She never called me back with feedback as promised. I always called and was told the same thing.. they waiting for parts from Jacob's. Would not expect service like this from such a big name brand in appliances. I will never purchase another defy product again. Thanks