UNACCEPTABLE DEFY CUSTOMER SERVICE!!

I recently purchased a new DEFY 8kg washing machine DAW386. As part of the setting up process, a specific wash cycle needs to be run to allow your machine to calibrate load sizes/weights for going forward. It was unclear to me from the the User Manual how to implement this wash cycle & I emailed the Defy Help Centre,as calls to their listed phone no. on their site went unanswered. It took 20 DAYS!!!! to respond [response received yesterday 20/2/25 to my mails sent 1/2/25!] By then obviously, I've had to use my machine countless times, so I'm assuming that this important? setup proceedure can no longer be imlemented? [This question went unanswered in my return mail]] I also queried the unacceptable time lagged response & this was the response: ZA Service Defy 09:37 (1 hour ago) to me Good day. Apologies regarding the late response. The platform had a technical issue. Regards, Khabo. A technical issue [may have been longer?!] that went unresolved for a minimum of 20 days?!?! On your Customer Service website?!!! UNACCEPTABLE DEFY!!! Also importantly, is my washer now unable to estimate different load weights as I had to miss implementing this setup step??