BAD SERVICE FROM GAME BUYING A SAMSUNG MACHINE

I purchased a washing machine from Game store online on the Fri, Jul 28, 6:40 PM Samsung 13KG Top Loader WA13CG5745BVFA order number ***-R6,299.00 was the price- I did washing with the machine and the machine made a very loud noise I informed them that I suspect the machine to be faulty. When we tired moving the machine the bottom part had a metal piece stuck to the Styrofoam. I informed the online support team about the issue they advised that a technician will come out to check the machine. I was also told that the technician will charge me should the product work and its not faulty. I am very irritated in the service i am receiving I am very disturbed that till today no one has come out I received an email yesterday saying they went to a different address and the maintenance has been completed a totally wrong address and they do have my correct address, I requested a replacement as I know that the noise the machine made it is faulty I want a replacement or a refund till today no response I am furious because I am inconvenienced through this and unable to use the machine right now I am struggling with wet washing cause i have to wash with my old machine they still didn't respond to my email its been pass 48 hours no one respond on friday i spent 70 rand worth of airtime to call in to raise my case still no response. I would like someone to assist me that is competent enough to assist with a replacement or a refund regards...