DEFECTIVE DISHWASHER DELIVERED - TWO WEEKS AND MATTER STILL UNRESOLVED

I purchased a new dishwasher from Game which was delivered on 2 July 2021 around 12:00. When removing the dishwasher from the packaging, I noted some water droplets inside the machine which I thought was a bit strange, but thought perhaps it was from a quality pre-delivery test? We installed the machine and as soon as we started a test cycle, an error message appeared and water poured out the side of the machine. It was clearly a defective item. I logged a call with the customer support center at+/- 13:00 on 2 July 2021 and since that date have contacted them over 15 times to try resolve the matter. The last correspondence I received on 12/7/2021 was that the matter had been escalated (as it was on 2/7/2021 so I'm not sure what that actually means), but there was no feedback from their relevant team. I sent a further email on 13/7/2021 and left a message for the consultant on 15/7/2021 but have not heard back from Game. I have requested a refund, but have been told this will only be processed once they collect the unit. This is not acceptable to me as they have not been able to arrange for a collection for two weeks. I am deeply disappointed by the experience and really expected better from a well-known company such as Game. I've resorted to this review on Hello Peter in the hope that the matter will be escalated to a team that is able to execute the refund and arrange for the unit to be collected.