Bad customer service

I bought a Samsung washing machine 2 months ago. The machine is brand new and just stop working 2 weeks ago. I booked a service call and game said Samsung will contact me within 48 hours. A week went by with no call. I eventually called the store and they said that Samsung responded they have a very long list and I need to be patient. Can take a while for them to come look at the problem. I then went to the store as that was not what the contract said. The manager Shameema asked them to call Samsung from the store. We had to wait in store for 2 hours for a response. They advised they could not get ahold of Samsung they will let me know during the day. I told them if I don't here from them Im taking the machine in-store. They agreed. I then paid a bakkie to take the machine back. They made me wait at the customer service for shameema almost for another 2 hours. She then advised there is not much she can do. She will let me know. The machine is at the store. Nobody has contacted me. It's a week and a half now since the call was logged. The machine is 3 days instore with no word. Really now what kind of customer service is this. I want my money back.